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 AD
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
15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
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. Please email accommodations@audioeye.com if you require an accommodation.
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. Thank you for your understanding and cooperation.