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Customer Success Manager Job Description

About Us

We provide digital accessibility audits, remediation support and ongoing monitoring for companies large and small. Our diverse team brings a breadth of experience in accessibility, web development, marketing, sales and technology that is focused on making websites and mobile apps more accessible for all people.

The Position

In this position you will help ensure clients are successful in their goal to become digitally accessible for all. As the primary point of contact for A360 clients, you will work both strategically and tactically with them to meet short-term milestones and long-term objectives. You will be at the core of our day-to-day operations communicating with and advocating for their needs. Specific tasks include project management, resource planning and scheduling, time tracking, status tracking, client updates, change orders, support contract renewals, and other related and changing tasks essential to our growing start-up.

Primary Roles & Responsibilities

Client relationship lead

  • Primary point of contact for a specific set of A360 customers
  • Understand client priorities, challenges and objectives
  • Work simultaneously with multiple client and internal team members in a growing and changing environment
  • Identify opportunities to offer additional A360 services

Project planning

  • Ensure resources are available and schedule appropriately for auditing, remediating, training and recurring monitoring
  • Work with Proposal Manager and Sales team to communicate current workload to provide reasonable schedule estimates

Project kick off

  • Ensure stakeholders, some of which were not part of sales process, understand the scope of the project, the project milestones, and keys to a successful project
  • Ensure any elements outside of our normal process are understood by both the customer and the A360 team charged with delivering the project
  • Oversee translation of SOW/proposals into project plans / action items and that data is correctly entered into A360 systems for the project
  • Ensure we have the data, environment, credentials and other information needed up front for a successful engagement
  • Coordinate invoices with Manager of Finance and Administration and Sales when required

Ongoing project management

  • Provide regular status updates to clients as needed depending on the project. This could include high-level strategy discussions with customer leadership as well as more focused tactical status updates with development teams.
  • Understand key technical concepts, conduct remediation support calls and partner with internal Auditing team to drive strategies for completion.
  • Monitor project estimates vs. actuals to determine whether change orders or other actions are necessary
  • Provide internal status updates to A360 teams via weekly internal status calls
  • Provide guidance for internal team on priorities
  • Schedule appropriate resources as priorities and schedules change for projects
  • Monitor client schedule changes which could affect our service delivery particularly around QA and monitoring timing

Services leadership

  • Track and report on the metrics of projects from an internal point of view (ie. time tracking reviews, estimate vs. actuals) to improve overall service delivery
  • Provide guidance on revising and/or creating new products and deliverables
  • Understand and communicate customer trends that could positively or negatively impact A360’s business
  • Understand the customer’s organization and who is responsible for the different aspects of executing renewal agreements
  • Work with the Proposal Manager (and sales team for strategic partnerships) to generate and present contract renewal information to the customer
  • Track renewal rates and related factors to better understand how our service can be improved for better retention
  • Manage the execution of other project change contracts (Change Orders) for customers during the life of the engagement

Position Requirements

  • AA or Bachelor’s degree (achieved or in progress) or equivalent demonstrated work experience
  • Project Management and Client Relationship Management experience preferred
  • Experience working in a technical setting, specifically in web and/or mobile development
  • Advanced skills in Excel, Word, PowerPoint, Google Docs, Sheets, Slides and database management
  • Excellent Time Management skills
  • Ability to multi-task and manage multiple projects/initiatives at once
  • Strong problem solving skills
  • The ability to work independently as well as contribute successfully within a fast-paced team environment
  • Passion for making our digital world accessible to all people

Sound like a good fit?

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1422 W Lake Street
Suite 314
Minneapolis, MN 55408

ph: 612-440-3601