Senior Customer Success Manager

The Access Group•Home, KS

8d•$95,000 - $105,000•Hybrid

About The Position

This is a high-visibility role where your relationships become the engine of retention, growth, and advocacy for some of our most strategic accounts. You’ll operate as a trusted partner to customers navigating the demands of enterprise software adoption, working across complex organizations where your ability to influence without authority and communicate across levels is what drives outcomes. You’re passionate about how software can help businesses operate better. You’re solution-focused and commercially savvy, with the confidence to build and maintain effective relationships at all levels internally and within your customer base. You’ll establish yourself as a trusted advisor to our customers and a credible ambassador for Access internally.

Requirements

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
Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Nice To Haves

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

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