Customer Success Manager

Nice to meet you!

We’re Accessible Tech. We’re a venture-backed startup that has provided products and support for more than 1 million people with cognitive and neurological conditions like speech impairment, autism, PTSD and sleep deprivation. Our mission is to improve the lives of special needs individuals and their families through our innovative products. Our founding team has built and exited multiple startups. We’ve spent years developing and refining our apps and products, and our next phase of growth is to scale up and add new channels for reaching people who can benefit from our products.

Position: Customer Success Manager

We are looking for a savvy Customer Success Manager who possesses a strong desire to improve the lives of individuals with disabilities. The role is to understand the needs of an individual and see if any of the innovative technologies we offer can make a positive contribution in their life. Candidates with experience working with special needs individuals will be prioritized; experience working in fields such as therapy or medical-related areas will also be given higher priority. The position has a strong emphasis on personal connection with families, and begins with outbound text and calls to interview potential applicants for state programs. You would interact with families, educators and clinical staff that have requested more information, to help them understand, acquire our products and obtain the desired outcomes. The initial product focus for this position will be the TippyTalk app. TippyTalk is an AAC app (augmentative and alternative communication), used by non-verbal or speech-impaired individuals to communicate with their friends, family and therapist. We currently provide this app to individuals and families through a number of state-based programs, and our job is to find qualified families and help them through the application process. You will be responsible for two to three states, which will entail understanding the funding programs, and proactively building relationships with the local advocacy organizations, assistive technology centers, school districts, government agencies and other organizations that serve the special needs population. This will require educating them on application of various technologies, funding availability, and support systems available. You will be responsible for maintaining ongoing customer relationships and networking, along with managing any renewals, upsell opportunities and advocacy or insights on client usage to improve customer experience through product support, and handle customer complaints and requests

Required Experience and Attributes

Successful candidates must be able to relate well with others and build meaningful relationships, possess genuine empathy and proactively engage with potential customers and help them achieve their desired outcomes. Skills include clear and effective communication alongside an analytical approach to data handling and problem solving. An aptitude for learning and using new software would be beneficial. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Customer Success Manager Responsibilities:

• Proactively build relationships with the local advocacy organizations, assistive technology centers, school districts, government agencies and other organizations that serve the special needs population.
• Develop an understanding of the funding programs within a state through waivers, insurance programs and direct payments for assistive technologies.
• Educate, champion and advocate for the various assistive technologies that we offer.
• Drive revenue through new sales, renewal and upsells.
• Drive retention and growth among our most valuable organizations by understanding their needs and helping them serve their populations.
• Develop and manage a portfolio of relevant organizations.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Advocate for clients and the organizations within the company
• Handle and resolve customer requests and complaints.
• Aid in product design and product development.

Customer Success Manager Requirements:

• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

What we can offer

• The pay range for this position is $25 to $35 per hour, depending on experience and training required.
• An opportunity for rapid learning and close interaction with the founders and executive team
• Training on our product, the therapy industry, and the insurance reimbursement process
• Competitive market salary and bonus
• Medical, vision, dental insurance premiums
• Flexible vacation policy
• Have a huge role in the growth of a company with a meaningful mission and big business upside

Work Environment

Accessible-Tech is currently fully remote. However, we do require a physical presence in Denver, Colorado, as we periodically meet as a group. Hours are flexible. To reach customers by phone, later afternoon availability will be important. The position is part-time for the first six months and will then become full-time. Part-time hours are expected to be in the range of 20-30 hours per week and will be based on the volume of incoming opportunities.

How to Apply Please send a resume and cover letter to:

Only individuals based in or near Denver will be considered.