Job Description
The Senior Customer Success Manager is a highly experienced individual contributor who owns complex, high‑impact customer relationships and plays a critical role in shaping Customer Success practices, outcomes, and cross‑functional alignment.
This role is responsible not only for driving customer retention, adoption, and value realization across a portfolio of strategic customers, but also for leading through influence — mentoring peers, improving processes, and proactively aligning internal teams to customer outcomes.
Senior CSMs operate with a high degree of autonomy, apply deep domain expertise to non‑routine problems, and act as trusted advisors to both customers and internal stakeholders.
Success Measures (KPIs)
- Gross Retention (dollars and logos) across a complex or strategic book of business
- Product Adoption and Engagement (utilization, depth, and maturity over time)
- Customer Satisfaction (CSAT / NPS)
- Accessibility Maturity and long‑term progress against customer goals
- Contribution to team‑level improvements (playbooks, process, enablement)
Key Responsibilities
Strategic Relationship Ownership
- Own and lead complex, high‑value, or high‑risk customer relationships, demonstrating strong judgment and independent decision‑making
- Develop deep understanding of customer business objectives, success criteria, and accessibility maturity
- Serve as a trusted advisor to senior customer stakeholders, including executive‑level contacts
- Lead strategic Business Reviews, synthesizing data, outcomes, risks, and forward‑looking recommendations
- Anticipate customer challenges and proactively adjust engagement strategies to protect retention and long‑term value
Customer Value, Adoption & Outcomes
- Design and executecustomized adoption and engagement strategies aligned to customer goals and maturity
- Translate customer goals into actionable platform usage, process improvements, and roadmap alignment
- Identify patterns across accounts to surface expansion opportunities, churn risks, or systemic adoption barriers
- Provide advanced product guidance and contribute meaningful feedback into product and roadmap discussions
- Partner with Onboarding, Support, Services, and Product to remove blockers and improve time‑to‑value
Cross‑Functional Leadership & Influence
- Lead coordination across Sales, Account Management, Product, Support, and Services to ensure cohesive customer execution
- Anticipate cross‑functional needs and proactively align stakeholders before issues escalate
- Advocate for customers by translating their needs into clear, actionable internal priorities
- Help resolve friction across teams while maintaining focus on customer outcomes and company goals
- Influence renewal and growth strategy through insight, data, and strong partnership with Account Management
Customer Advocacy & Program Maturity
- Act as a senior voice of the customer within the organization, influencing improvements beyond individual accounts
- Guide customers through accessibility program maturity, including process change, operationalization, and culture change
- Monitor progress against customer milestones and adjust strategies in response to evolving needs or ambiguity
- Support customers through complex or uncertain situations, providing clarity, prioritization, and confidence
Team Impact, Mentorship & Process Improvement
- Serve as a resource and mentor to other CSMs by sharing best practices, insights, and guidance
- Contribute to the development and refinement of CS playbooks, frameworks, and scalable processes
- Identify recurring issues or inefficiencies and propose improvements that raise the bar for the entire team
- Model strong collaboration, communication, and accountability in alignment with CARE behaviors
Qualifications
Required
- 7+ years of experience in Customer Success, Account Management, or a related SaaS customer‑facing role
- Proven success managing complex, enterprise, or strategic customer relationships
- Strong understanding of SaaS business models, ARR, retention, and expansion drivers
- Demonstrated ability to operate independently, manage ambiguity, and solve non‑routine problems
- Excellent communication skills, with the ability to translate complex concepts for diverse audiences
- Experience using CRM and CS platforms (e.g., Salesforce, Gainsight) to manage and analyze customer portfolios
- High level of comfort partnering cross‑functionally and influencing without authority
Nice to Have
- Knowledge of digital accessibility regulations (e.g., ADA, Section 508) and WCAG 2.2 AA
- Experience guiding customers through organizational change or program maturity
- Familiarity with web technologies (HTML, CSS, JavaScript, PDFs) and accessibility best practices
- Experience contributing to process design, enablement, or team‑level initiatives
- CPACC preferred
What Success Looks Like in This Role
- Customers view you as a strategic partner, not just a point of contact
- Complex customer challenges are anticipated, managed, and resolved effectively
- Cross‑functional teams are aligned and trust your leadership
- Retention and adoption outcomes are strong across your portfolio
- Other CSMs benefit from your experience, mentorship, and shared best practices
- The Customer Success organization operates more effectively because of your contributions
Application Process
This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration. Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2026, Level Access. All rights reserved.
