Customer Success Manager (Remote)

Summary

Access | Information Management is seeking a Customer Success Manager to own customer relationships and outcomes. The role helps customers realize measurable value, supports physical-to-digital transformation, protects revenue, identifies expansion opportunities, and coordinates cross-functional teams to deliver customer success.

Responsibilities

• Understand each customer's business objectives and build success plans with measurable outcomes
• Monitor customer health, adoption, and value realization on an ongoing basis
• Identify churn risk early and develop recovery plans for at-risk customers
• Partner on renewal strategy and advocate for customer needs to minimize churn
• Strengthen executive relationships to reduce single-threaded risk
• Identify whitespace, cross-sell, and upsell opportunity and partner with Sales to progress it
• Support expansion across additional locations, services, and business units
• Identify physical-to-digital and Access Unify opportunities within the account
• Build relationships beyond day-to-day contacts and develop executive sponsorship
• Understand changing customer priorities and create advocates and references
• Quarterback cross-functional customer outcomes by engaging Support, Operations, Billing, Product, and Sales on the customer's behalf
• Keep ownership of the relationship clear while escalating transactional work rather than owning it directly

Skills

• * Bachelor's degree in Business Administration, Marketing, Communications, or a related field
• * 3–6 years of experience in Customer Success, Account Management, or client-facing roles within SaaS, RIM, or subscription-based industries
• * Proven track record managing strategic customer accounts and driving adoption and retention
• * Strong understanding of product solution personas, use cases, and common customer pain points
• * Ability to orchestrate Access resources to resolve issues without personally owning transactional work
• * Excellent written and verbal communication skills with the ability to engage executive-level stakeholders
• * Proficiency with CRM platforms (Salesforce, etc.) and Customer Success tools
• * Strong analytical skills with the ability to interpret data and provide actionable recommendations
• * Self-motivated, organized, and able to work independently in a fast-paced environment
• * Ability to collaborate effectively across internal teams to drive customer results
• * Certified Customer Success Manager (CCSM) certification is a plus
• * Healthcare or Energy account management background a plus for roles on those teams

Qualifications

Must Haves

• * Bachelor's degree in Business Administration, Marketing, Communications, or a related field
• * 3–6 years of experience in Customer Success, Account Management, or client-facing roles within SaaS, RIM, or subscription-based industries
• * Proven track record managing strategic customer accounts and driving adoption and retention
• * Strong understanding of product solution personas, use cases, and common customer pain points
• * Ability to orchestrate Access resources to resolve issues without personally owning transactional work
• * Excellent written and verbal communication skills with the ability to engage executive-level stakeholders
• * Proficiency with CRM platforms (Salesforce, etc.) and Customer Success tools
• * Strong analytical skills with the ability to interpret data and provide actionable recommendations
• * Self-motivated, organized, and able to work independently in a fast-paced environment
• * Ability to collaborate effectively across internal teams to drive customer results

Nice to Haves

• * Certified Customer Success Manager (CCSM) certification is a plus
• * Healthcare or Energy account management background a plus for roles on those teams