Customer Success Manager

About the Team

At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations. We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.

About the Role

As a Customer Success Manager at AudioEye you will be focused on customer enablement, onboarding, education, and overall health status. You will ensure your book of business meets engagement and service-delivery milestones while providing proactive, attentive outreach and handling any necessary escalations. The CSM will partner closely with their Account Director to ensure alignment on account plans, next steps, and future goals. They will prepare quarterly business reviews, along with any relevant data and reporting required for the Account Director to successfully lead the QBR with the customer. Additionally, the CSM will actively monitor the health and renewal risk status of their book of business and report on and escalate any changes as needed.

How you’ll Contribute

• Own customer full onboarding path from initial training through to adoption, ensuring the customer understands the value and services they are receiving
• Continuously monitor customer health risk via frequent client outreach and update status within CRM, as well as escalate internally as needed
• Partner closely with the assigned Account Director to align on account planning, deal movement, and QBR deck planning
• Frequently review account health, loss risks and mitigation strategies, surface expansion opportunities, and align on general strategies with the ADC
• Collaborate with the Service Delivery team to ensure that all items are on track and delivered to clients in a timely manner
• Ensure your book of business is consistently up to date in HubSpot
• Work cross-functionally with Sales, Product, and Service Delivery to support execution of sold solutions
• Stay informed on product updates, competitive positioning, and industry trends to effectively position additional solutions
• Provide feedback internally to the team on customer needs, product issues or any potential areas of improvement

Who you are

• 2+ years of experience as a CSM
• Skilled at working cross-functionally and collaboratively in a team-based account model
• Strong communicator with the ability to onboard, train, and educate new customers through to adoption
• Confident in managing service delivery items, monitoring customer health through proactive engagement, and maintaining CRM hygiene & risk status reports
• Analytical and data-driven, with the ability to spot trends and surface actionable insights
• Highly self-motivated, organized team player with attention to detail
• Experience with value-sell report and deck preparation
• Bonus: Experience in digital accessibility, compliance, or adjacent SaaS markets

Our Values

• Relentlessly Prioritize the Customer
• Own Outcomes
• Be Straightforward
• Act Now & Iterate
• Grit
• Decide with Data
• Hire and Develop A Players
• Be Coachable
• Organize and Plan
• Expect and Embrace Change

Benefits and Perks

• Work with a talented but humble team
• Competitive compensation and equity
• Weekly paid family meal
• 401k, medical, dental, and vision insurance
• Flexible PTO Policy
• To support remote work conditions, AudioEye provides each employee a one-time stipend of $300
• We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com. Any outreach claiming to be from AudioEye via other sources should be ignored.
• Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process.
• Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to.