Customer Success Manager

Company Description Smart Access is an AI-powered SOP execution platform that transforms static procedures into actionable workflows tied directly to daily operations. The platform is designed for operators and engineers who prioritize execution, offering performance analytics, skill-building, and frontline feedback tools to improve operational outcomes. Smart Access is the only frontline workforce platform directly connected to measurable performance metrics, helping customers increase workforce retention, speed to proficiency, and overall performance. By bridging the gap between documented procedures and on-the-floor behavior, Smart Access enables teams to ramp faster, retain longer, and perform better. Learn more at www.smartaccess.io.
Role Description As a Customer Success Manager at Smart Access, you will build and maintain long-term relationships with customers, serving as their main point of contact and trusted advisor. In this full-time remote role, you will onboard new customers, guide them through implementation, and ensure successful adoption of the Smart Access platform. You will monitor customer health metrics, analyze usage and outcomes, and proactively identify opportunities to drive value, retention, and expansion. Day-to-day, you will conduct regular check-ins, manage customer success plans, coordinate with product and engineering teams to address feedback, and provide training and best practices. You will also help translate customer insights into product improvements and support customers in achieving measurable operational and performance goals.
Qualifications

• Customer Satisfaction and Customer Service skills to ensure a positive, proactive experience at every stage of the customer lifecycle.
• Customer Retention and Relationship Building skills to foster long-term partnerships and drive renewals and expansions.
• Analytical Skills to interpret customer data, performance metrics, and platform usage, and to make data-informed recommendations.
• Strong communication and presentation skills, with the ability to explain complex concepts clearly to diverse audiences.
• Experience in Customer Success, Account Management, or a related client-facing role, preferably in SaaS or technology solutions.
• Ability to work effectively in a remote environment, manage multiple accounts, and prioritize tasks in a fast-paced setting.
• Familiarity with operational workflows, frontline workforce tools, or process improvement methodologies is an advantage.
• Bachelor’s degree or equivalent experience in business, operations, engineering, or a related field.