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Senior Customer Success Manager / Relationship Manager


Cincinnati, OH,USA

ilumino is powering digital inclusion. Our straightforward approach makes accessibility compliance for websites, applications, documents, and products user-friendly and digitally compliant.


ilumino’s key mission is to serve as a wise adviser providing clarity in a space that can be confusing and is all too often filled with conflicting information. This mission is deeply rooted and born out of a passion for illuminating the path to digital accessibility and helping others create an inclusive world.


The Manager will define success metrics and develop a scalable account program.

Build strong and productive relationships with customers and partners
Drive retention, and growth of assigned customer base
Lead post-sale account management
Work with all parties involved to deploy solutions that adhere to ilumino’s mission/values and scale within a rapidly growing business
Maintain 95%+ customer retention rate
Identify KPIs and track customer success
Help our customers grow in their digital accessibility activities over time
Anticipate customer needs and solve their pain points
Strategize with customers to nurture future projects
Gather client feedback to make recommendations on improving our products and services
Define engagement metrics
Prioritize and help develop solutions for escalated customer issues
Resolve difficult client situations with empathy
Facilitate seamless customer journey from onboarding through ongoing support
Collaborate closely with sales
Inform and manage new opportunities with existing customers
Potentially assist with or facilitate new sales, revenue streams, and partner channels

Bachelor’s degree
4-6 years of professional experience in a related field
2-4 years of experience in a Senior Customer Success Manager or Relationship Manager
Experience with digital accessibility is a plus
Experience with assistive technologies is a plus
Experience with sales is a plus
Ability to build strong customer relationships while coordinating with production team and senior level executives
Ability to adapt to varying customer styles
Positive outlook and enthusiasm to help others
Kind, professional, agile, and perceptive communication skills
Effective at getting customer responses and results
Empathy for and understanding of customers
Ability to think strategically, problem solve, and make decisions
Ability to be proactive in gathering information and conducting discovery with customers
Ability to explain technical concepts to non-technical customers
Experience with CSS, HTML, and JavaScript is a plus
Metrics driven mindset

Travel Requirements:
Occasional travel to client locations primarily in the US

This is a full-time, senior level position with opportunity for advancement and will report to the SVP of Customer Solutions. Salary is commensurate with experience.

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