Senior Enterprise Customer Success Manager - A11y

Delivery · Remote, Ontario
Department Delivery
Employment Type Full time
Minimum Experience Experienced

Want a job that truly empowers lives… Let’s talk eSSENTIAL Accessibility! #A11y


Enabling Brands to Empower People!

eSSENTIAL Accessibility is redefining the way the world’s biggest brands manage and maintain their digital accessibility program. As the pioneering provider of digital Accessibility-as-a-Service, our industry-leading platform features a unique combination of people, process, and technology, enabling organizations to eliminate online barriers, mitigate legal risk, and effectively solve compliance for ADA, AODA, WCAG and other global accessibility requirements. We’re dedicated to making digital experiences equal for everyone – if this inspires you, join our team and help us make it happen.  


Learn more about eSSENTIAL Accessibility.


How you Support Our Growth


Our excellent Customer Success Managers are accountable for the overall health of the client journey with eA. They lead the charge on a broad range of tasks such as project implementation, maintaining ongoing customer relationships, implementing success programs within the delivery of the engagement, contributing to overall client satisfaction and organic client expansion of account, onboarding and setting client expectations and maximizing client retention.


Project/Customer Management


  • Partner with complex, enterprise accounts to ensure the overall satisfaction of eA clients and ensuring risks are identified and managed effectively to ensure retainment of clients
  • Analyze customer data to improve customer experience and review with CS Leadership
  • Ensure that escalations are limited and clients concerns are diffused. Any escalations should be brought forward to CS Leadership 
  • Liaise with C-level executives, legal teams, lead engineers etc.
  • Conduct successful client onboarding by ensuring adoption of all onboarding items, (Ax Statement, Platform set up for client, APP & ICON deployment, Kick off deck, Test Plan)
  • Ensure adoption of our platform and monitor utilization of our platform and provide quarterly metrics to CS Leadership
  • Create and delivery QBRs and semi annual presentations for each client, to review their delivery cycle status and communicate work efforts and identify the mid year goals for clients and provide roadmap to ensure program adoption is successful
  • Implement and continue to drive customer success best practices, including templating repeatable plays or scenarios as they are defined 
  • Identify expansion opportunities within the Customer Success team and partner with Sales team and CS Leadership to execute on expansion opportunities
  • Design and maintain a forecast of opportunities within CSM portfolio and present to executive leaders the information needed to assess which clients have the highest potential value, impact and strategic alignment with our products and services 
  • Create and maintain a successful NPS score and ensure process is defined for key performance indicators that can be measured


Project/Process Management


  • Ownership of overall process adoption and system improvements - e.g updating fields in salesforce to include a drop down option to increase data collection for each client  
  • Plan, oversee and lead client implementation from ideation through to completion
  • Hold effective product demonstrations for customers to ensure they understand the product
  • Ensure timely delivery of projects to clients within communicated timeframe
  • Provide client feedback on the Product to CS Leadership to ensure continual improvement
  • Create & maintain metrics to monitor response times to client, customer satisfaction metrics and report on them every month to CS Leadership
  • Own and maintain the internal tracking process for the Delivery Lifecycle of the customer 


Critical Thinking:


  • Look ahead and provide advice and guidance for potential future roadblocks 
  • Cross-Functional working mindset and looping in internal expertise where needed
  • Suggest new tools and best practices for Customer Success and execution
  • Be a leader of change and encourage a Growth Mindset across the business


eSSENTIALS You Bring To The Table


  • 5+ years’ experience in progressive Senior Customer Management roles which include enterprise level project management experience
  • 5+ years’ experience within a SaaS environment
  • Proven experience in management of Enterprise level and complex SaaS clients
  • Demonstrated strong experience with Excel
  • Proven results in driving customer success and satisfaction, leading to both increased retention and revenue growth
  • Demonstrated success and experience in creating highly engaged, highly successful teams
  • Knowledge of digital accessibility and disability inclusion
  • Excellent verbal and written communication skills
  • Strong analytical, critical thinking, influencing skills and financial acumen
  • Ability to work in a matrixed and performance-based organization
  • Cultural fit: collaborative, entrepreneurial, innovative, fast-moving (deadline-driven)
  • Possess a creative, can-do attitude, growth mindset 

Desired But Not eSSENTIAL

  • Knowledge of regulations related to digital accessibility (e.g. Section 508, ADA)
  • Knowledge of WCAG 2.1 AA requirements


**Working full remote/from home until further notice**


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  • Location
    Remote, Ontario
  • Department
    Delivery
  • Employment Type
    Full time
  • Minimum Experience
    Experienced