Customer Success Manager

ACD Operations LLC

About The Position

We’re looking for a motivated, customer-focused Customer Success Manager (CSM) to support our Small and Mid-Sized Business (SMB) customers using AIA Contract Documents. This role is primarily responsible for managing renewals, driving expansion through up-sell and cross-sell opportunities, and building strong, trusted relationships with customers. You’ll serve as a key partner to our customers by helping them maximize value, proactively addressing concerns, and ensuring a smooth renewal experience, while collaborating closely with internal teams to deliver a best-in-class customer experience. If you thrive in a fast-paced environment, love meaningful customer conversations, and enjoy balancing relationship-building with revenue impact, this role is for you.

Requirements

Proven experience in Customer Success, Account Management, Sales, or a related customer-facing role (B2B or SaaS preferred).
Strong skills in objection handling, negotiation, and consultative selling.
Demonstrated success in renewal management, up-selling, and cross-selling.
Excellent written and verbal communication skills, with a polished, customer-friendly tone.
Ability to manage multiple priorities and high-volume workflows with grace and consistency.
Customer-first mindset with a passion for delivering outstanding experiences.
Strong collaboration skills and the ability to build effective cross-team relationships.
Organized, detail-oriented, and comfortable working with systems, data, and deadlines.
Positive attitude, sense of humor, and genuine enjoyment of working with people.

Nice To Haves

Experience working with SMB customers.
Familiarity with contract documents, legal, construction, or professional services environments.
Experience using CRM and financial technology tools (HubSpot, Zendesk, Stripe, etc.).
Experience in subscription-based or renewal-driven business models.

Responsibilities

Own and manage a portfolio of SMB customers, driving successful renewals and identifying up-sell and cross-sell opportunities.
Proactively engage customers to understand their goals, usage, and potential growth opportunities.
Confidently handle objections, resolve concerns, and mitigate churn through thoughtful problem-solving and clear communication.
Guide customers through the renewal process accurately, professionally, and with a positive experience.
Build strong, trusted relationships that position you as a long-term partner and advisor.
Collaborate cross-functionally with Support, Product, and Finance to ensure seamless customer experiences and to drive continuous improvement.
Maintain accurate account records, forecasts, and activity tracking in CRM systems.
Manage a high-volume workload while maintaining exceptional quality, responsiveness, and attention to detail.
Contribute positively to team culture by bringing positive energy, accountability, and a collaborative mindset.
Identify trends, customer feedback, and opportunities to improve processes and customer outcomes.