Customer Success Manager

The Access Group

. Manage a named portfolio of COINS customers as primary point of contact and trusted advisor .

Posted 10/15/2026full-timeRemote • United StatesJuniorMid-Level💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success methodologies and frameworks, with a strong focus on driving product adoption and measurable business outcomes. Capable of managing customer portfolios in a technology or SaaS environment while building relationships with stakeholders at all levels.

Highest-signal resume keywords

Customer Success MethodologiesProduct Adoption StrategiesCustomer Health MetricsCross-Functional CollaborationRelationship-Building Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Portfolio ManagementData AnalysisChange Management PrinciplesSaaS Business ModelsCustomer Success Plans

Soft Skills

Excellent Communication SkillsOrganizational CapabilityAnalytical MindsetTrust-BuildingStakeholder Engagement

Tools & Technologies

SalesforceGainsightAI-Enhanced ToolsCustomer Success Platforms

Industry Keywords

Construction ERPProject Management SoftwareSpecialty ContractingEnterprise Contractor Challenges

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Manage a named portfolio of COINS customers as primary point of contact and trusted advisor
Deliver regular business reviews connecting COINS capabilities to construction business outcomes
Demonstrate measurable customer value and identify expansion opportunities
Build relationships with project managers, finance teams, C-Suite, and other stakeholders
Develop and execute customer success plans tailored to customer business goals
Track adoption milestones and outcome achievement
Partner with Professional Services on implementation, onboarding, and optimization projects
Guide feature optimization and use-case opportunities to accelerate adoption of COINS modules
Identify customer risks using health data and AI-powered predictive insights
Develop mitigation plans with Renewals, Support, and Product teams
Own customer escalations end-to-end and coordinate cross-functional resolution
Partner with Renewals to support retention and expansion
Translate customer feedback into product and service improvement insights
Manage a high volume of customer interactions using AI-enhanced tools and customer health data

Requirements

What you’ll need

Minimum of 2 years of experience managing customer portfolios in a technology or SaaS environment
Proven track record of driving product adoption and measurable business outcomes
Strong understanding of Customer Success methodologies, frameworks, and best practices
Familiarity with SaaS business models, customer health metrics, and retention drivers
Excellent written and verbal communication skills
Ability to engage technical and non-technical stakeholders, including senior and executive levels
Strong organizational capability to manage multiple accounts and competing priorities
Analytical mindset and ability to interpret customer data, usage patterns, and health metrics
Relationship-building skills that create trust and long-term engagement
Experience advocating for customers across an organization and driving solutions through cross-functional collaboration
Preferred: Experience with construction ERP, project management software, or similarly complex operational platform
Preferred: Understanding of construction industry, specialty contracting, or enterprise contractor challenges
Preferred: Familiarity with change management principles
Preferred: Experience using Customer Success Platforms and CRM tools such as Salesforce and Gainsight
Preferred: Comfort working with AI-enabled tools and data platforms
Preferred: Exposure to enterprise or strategic customer accounts
Must be authorized to work in the U.S. without employer sponsorship

Benefits

Comp & perks

22 days paid time off
11 company paid holidays
Medical, dental & vision insurance
5% 401(k) company match
Blended approach to office working
Opportunities for career development and progression
AI tools and insights to support the role