Accessible Web helps companies implement web accessibility the right way, using browser-native APIs and the accessibility tools already in the hands of the internet’s users. We believe the best way to do this is to help our customers discover accessibility issues quickly and understand how to fix them. We do this with our automated platform, as well as manual auditing services & tools.
Our flagship SaaS product, Accessible Web RAMP, runs over a million accessibility scans for our customers every month. Our bot, AccessibleWebBot, aggregates and analyzes its findings to provide insights into issues and to recommend remediation paths. It currently ranks 190th on Cloudflare’s verified bot list.
The platform also serves as the foundation for our manual auditing tools, which include a guided audit workflow in our Accessible Web Helper browser extension. We have over 30,000 users of this tool and counting. The services team at Accessible Web uses the extension exclusively for customer audits and delivers the results to our clients within RAMP.
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
- 8 company holidays per year + end of year shutdown Christmas – New Years
- Flex schedule
- Opportunity for remote employment