Customer Success Manager

AudioEye is committed to eliminating barriers to digital accessibility, ensuring everyone can experience the web without limitations. As a Customer Success Manager, you will focus on customer enablement, onboarding, and monitoring customer health, while collaborating closely with your Account Director to align on account strategies and deliver exceptional service.

Responsibilities:

• Own customer full onboarding path from initial training through to adoption, ensuring the customer understands the value and services they are receiving
• Continuously monitor customer health risk via frequent client outreach and update status within CRM, as well as escalate internally as needed
• Partner closely with the assigned Account Director to align on account planning, deal movement, and QBR deck planning
• Frequently review account health, loss risks and mitigation strategies, surface expansion opportunities, and align on general strategies with the AD
• Collaborate with the Service Delivery team to ensure that all items are on track and delivered to clients in a timely manner
• Ensure your book of business is consistently up to date in HubSpot
• Work cross-functionally with Sales, Product, and Service Delivery to support execution of sold solutions
• Stay informed on product updates, competitive positioning, and industry trends to effectively position additional solutions
• Provide feedback internally to the team on customer needs, product issues or any potential areas of improvement

Requirements:

• 2+ years of experience as a CSM
• Skilled at working cross-functionally and collaboratively in a team-based account model
• Strong communicator with the ability to onboard, train, and educate new customers through to adoption
• Confident in managing service delivery items, monitoring customer health through proactive engagement, and maintaining CRM hygiene & risk status reports
• Analytical and data-driven, with the ability to spot trends and surface actionable insights
• Highly self-motivated, organized team player with attention to detail
• Experience with value-sell report and deck preparation
• Experience in digital accessibility, compliance, or adjacent SaaS markets