Accessible Web is past the white-knuckle early days but nowhere near the kind of place where good ideas get buried in committee. We’re a tight Vermont-based team building tools that help organizations make the internet actually usable for everyone.
As our Customer Success Manager, you won’t be managing tickets or pushing renewals for their own sake. You’ll be the reason our clients go from paying for a platform to genuinely understanding what accessibility means for their users. That impact doesn’t stop at the client. It ripples out to every person who visits their website. Our clients work with us two ways: through RAMP, our SaaS platform that runs over a million accessibility scans every month, and through our professional services team, which delivers hands-on auditing, VPAT reporting, and remediation support.
Your job is to connect those two worlds and make sure every client is getting the most out of both. If you’re someone who gets energy from conversations, who wants real ownership over relationships, and who’d rather work somewhere that still has room to shape things, this might be the right seat.
Job Type
Full-time, salaried
Job Overview
The Customer Success Manager at Accessible Web is responsible for making sure our clients get genuine, lasting value from the platform and services they are already paying for. This is not a support role, and it is not a sales role; it sits squarely in between. You will own the commercial relationship with our existing RAMP subscriber base, connecting clients with the right team members, tools, and services, and growing Accessible Web’s footprint within each account over time.
As a Customer Success Manager, you will own the first 100 days of every newly converted RAMP account, manage ongoing relationships with our Pro and Pro+ clients, and closely monitor our Starter and Advanced accounts for expansion signals. You will work closely with our Accessibility Services team, our Sales team, and our Engineering team to ensure every client is set up to succeed and that Accessible Web is never one relationship deep in any account.
Principal Qualifications
- 3+ years of experience in customer success, account management, or a client-facing role at a SaaS company
- Demonstrated ability to manage a portfolio of accounts and drive measurable expansion and retention outcomes
- Comfortable working with product usage data to identify at-risk accounts and expansion opportunities
- Experience with HubSpot or a comparable CRM. You keep records clean and use data to prioritize your time
- Strong communicator, written and verbal, with the ability to run client calls independently and move conversations forward
- Familiarity with digital accessibility, web technology, or compliance-driven software is a plus but not required. We will teach you what you need to know
Principal Responsibilities
- Own the first 100 days for all newly converted RAMP trial accounts. Ensure new customers reach meaningful platform adoption before transitioning to steady-state account management
- Maintain ongoing relationships with all Pro and Pro+ RAMP accounts. Regular touchpoints, health monitoring, and active coordination with our Accessibility Services team
- Map stakeholders within each client organization. Identify new champions, decision makers, and end users so Accessible Web is never dependent on a single contact
- Monitor Starter and Advanced accounts for expansion signals. Identify accounts ready for a deeper engagement and lead the upgrade conversation to Pro or Pro+
- Own renewal retention for Pro and Pro+ accounts. Track renewal dates, monitor at-risk accounts, and intervene early
- Leverage RAMP platform data and HubSpot signals to identify accounts that are underutilizing what they are paying for
- Coordinate with the content and marketing team on targeted campaigns relevant to the existing subscriber base
- Maintain accurate, disciplined HubSpot records across all assigned accounts
Location
Headquartered at Hula in Burlington, VT. We’re a Vermont-based company with a tight-knit team working both remotely and in-person.
We are open to remote talent, but the ideal candidate is someone located in or planning to relocate to the Burlington, VT area. Being nearby makes it easier to collaborate, connect, and occasionally meet up in person.
Salary & Benefits
- Salary commensurate with experience, starting at $75k
- Stock options in a rapidly growing startup
- Full health benefits, including dental and vision coverage
- 401k with company match
- Wellness and productivity stipend
- 15 days PTO per year for new employees
- 5 days sick time per year
- 8 company holidays per year + end of year shutdown from Christmas to New Years
- Flex schedule
- Opportunity for remote employment