[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. The Access Group is a leading business management software provider, seeking a Senior Customer Success Manager to foster relationships with strategic accounts. This role focuses on driving software adoption, managing renewals, and ensuring customer satisfaction while acting as a trusted advisor.

Responsibilities

• Own a portfolio of strategic accounts, driving adoption, managing renewals, and building relationships that turn satisfied customers into active advocates
• Identify and surface risks and opportunities early, take appropriate action, and maintain clear communication and progress reporting across your accounts
• Nurture solid relationships with key customer contacts and stakeholders, including C-Suite, establishing yourself as a trusted advisor who understands their business
• Drive successful adoption of Access solutions, leading to retention, renewal, expansion, satisfaction, and advocacy
• Generate upsell and expansion revenue through a combination of customer insight, industry knowledge, and product expertise
• Advise customers on best practice and product roadmap, proactively monitoring and driving adoption of features and functionality
• Coordinate across internal Access teams to resolve issues, handle Service Improvement Plans, and deliver a consistently excellent customer experience
• Lead periodic business reviews that surface trends, sentiment, and opportunities for product and service expansion, as well as webinars and product and support workshops

Skills

• Proven experience in a Customer Success, account management, or post-sales role within an enterprise SaaS environment
• Track record of quickly resolving customer challenges by mobilizing the right resources and influence to achieve goals
• Skilled at managing multiple competing priorities under pressure without losing responsiveness or quality
• Strong commercial acumen and negotiation skills
• Confident delivering presentations to internal and external audiences, both in person and via webinar
• Comfortable building rapport with multiple customer stakeholders, including C-Suite, ensuring strategic and operational alignment
• Adept at translating specific product features and capabilities into meaningful customer outcomes
• Familiarity with construction ERP, specialty contracting software, or a similarly complex operational platform
• Understanding of the construction industry, specialty contracting, and the operational challenges facing enterprise contractors
• Skill analyzing product usage data by customer or segment to inform strategy and identify opportunity
• Ability to articulate challenging messages and navigate conflict effectively

Benefits

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 5% 401(k) company match
• A range of other benefits that you can choose from

Company Overview