Customer Success Manager

Company Overview

Smart Access is an AI-driven platform for executing SOPs that turns static procedures into live workflows connected to everyday operations. Built for operators and engineers focused on execution, the product includes performance analytics, skill development, and frontline feedback features to improve operational results. It is positioned as a frontline workforce platform that links directly to measurable performance outcomes, with the goal of improving retention, reducing time to proficiency, and boosting overall team performance. By connecting documented processes with actual on-the-ground behavior, Smart Access helps organizations ramp faster, keep people longer, and perform better.

Role Summary

In this full-time remote Customer Success Manager position, you will act as the primary relationship owner and go-to advisor for customers. Your focus will be to help new clients get started smoothly, support implementation, and drive long-term adoption of the platform. You will track customer health, review usage and results, and look for ways to improve value realization, retention, and growth. The role also includes regular customer reviews, coordination with product and engineering teams, delivery of training, and sharing customer feedback that can shape product improvements.

What You'll Do

• Serve as the main contact and trusted advisor for assigned customers.
• Guide new customers through onboarding and implementation.
• Track health indicators, product usage, and outcomes to spot risks and opportunities.
• Run recurring check-ins and success reviews with customers.
• Build and manage customer success plans tailored to client goals.
• Partner with product and engineering teams to surface and resolve customer feedback.
• Deliver training sessions and share best practices to support adoption.
• Help customers achieve measurable operational and performance improvements.
• Translate customer insights into actionable product input and enhancement ideas.

Qualifications

• Strong customer satisfaction and service orientation, with a proactive approach to the customer experience.
• Experience supporting retention, renewals, and relationship growth with clients.
• Ability to analyze customer data, performance indicators, and platform activity to recommend improvements.
• Clear verbal and written communication skills, including confident presentations to varied audiences.
• Background in Customer Success, Account Management, or another client-facing role, ideally within SaaS or technology.
• Comfort working remotely, handling several accounts at once, and prioritizing in a fast-moving environment.
• Exposure to operational workflows, frontline tools, or process improvement practices is beneficial.
• Bachelor’s degree or equivalent practical experience in business, operations, engineering, or a related area.

Additional Information

This role is structured as a full-time remote position. No other compensation, perks, openings, or timing details were provided in the source.