Customer Success Manager (SaaS - SMB Focus)

About AccessiWay

AccessiWay is a fast-growing SaaS company dedicated to making the digital world accessible for everyone. We provide innovative technology and expert consultancy to help businesses achieve and maintain digital accessibility compliance. Our mission is to empower our clients to create inclusive online experiences, and we believe that strong customer relationships are key to achieving this.

The Opportunity

We're looking for our very first Customer Success Manager (CSM) to join the AccessiWay team! This is a pivotal role for someone passionate about customer advocacy, retention, and growth within the small to medium business (SMB) market. You'll be instrumental in shaping our customer success strategy, ensuring our clients not only achieve their accessibility goals but also become champions of our product.

If you thrive in a dynamic, fast-paced environment and are excited by the challenge of building a customer success function from the ground up, we want to hear from you.

What You'll Do

As our SMB Customer Success Manager, you'll be responsible for building strong, lasting relationships with our small to medium-sized customers. Your primary focus will be on customer retention, identifying expansion opportunities, and driving overall customer satisfaction and Net Promoter Score (NPS) at scale. This will involve:

Onboarding & Adoption: Guiding new SMB customers through the onboarding process, ensuring they quickly understand and adopt AccessiWay's solutions to achieve their accessibility objectives.

Proactive Engagement: Developing and executing scalable engagement strategies to proactively support a large portfolio of SMB clients, leveraging automation and data to anticipate needs and mitigate risks.

Relationship Management: Building trusted advisor relationships with key stakeholders within our SMB accounts, understanding their evolving needs, and ensuring they derive maximum value from our platform.

Retention & Expansion: Closely monitoring customer health, identifying churn risks, and implementing strategies to retain customers. You'll also proactively identify and pursue opportunities for account expansion and upsell within your portfolio.

Customer Advocacy: Turning satisfied customers into AccessiWay advocates, encouraging participation in case studies, testimonials, and referrals.

Feedback Loop: Acting as the voice of the customer internally, relaying feedback to product, sales, and marketing teams to drive continuous improvement of our offerings.

Performance Measurement: Tracking and reporting on key customer success metrics, including retention rates, NPS, and expansion revenue.

Scalable Processes: Contributing to the development and refinement of scalable customer success processes and best practices for the SMB segment.

What You'll Bring

Mid-Senior Level Experience: 3+ years of experience in a Customer Success or Account Management role within a SaaS or tech/consultancy company, specifically with experience managing a large portfolio of SMB accounts.

HubSpot Proficiency: Demonstrable expertise with HubSpot CRM for managing customer interactions, tracking progress, and automating workflows.

CX Automation Savvy: Strong understanding and practical experience with Customer Experience (CX) automation tools and strategies to deliver effective support at scale.

Customer-Centric Mindset: A genuine passion for helping customers succeed and a deep understanding of what drives customer satisfaction and loyalty.

Data-Driven Approach: Ability to analyze customer data to identify trends, predict behaviors, and make informed decisions.

Communication Skills: Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly and persuasively.

Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to addressing customer challenges.

Adaptability: Ability to thrive in a fast-paced, evolving startup environment and adapt to new challenges and priorities.

Tech Savvy: Comfortable with technology and able to quickly learn new software and tools.

Bonus Points If You Have

Experience in the digital accessibility space.

Proven track record of exceeding retention and expansion targets.

Experience with other customer success platforms

Why Join AccessiWay?

Be the first CSM and have a significant impact on our customer success strategy and overall company growth.

Work with a passionate and supportive team dedicated to making a real difference in the world.

Opportunity for professional growth and development as we scale.

Competitive salary and benefits package.

A collaborative and innovative work environment.

Ready to Make an Impact?

If you're a proactive, customer-focused individual with a passion for driving success at scale, we encourage you to apply! Join us in our mission to make the digital world accessible for everyone.