Customer Success Manager

About Recite Me

In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all.

Thousands of global organizations already use our software to enable greater accessibility for their online content, products, and services. Beyond usability, we also help organizations meet digital accessibility compliance standards - ensuring they align with evolving regulations and best practices. We’re passionate about our cause and our product. We need help to achieve our ambitious plans. This is why we’re looking for Customer Success Associate to join our fast-growing team.

About the Role

This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion for building relationships and can offer best-in class customer service. This role is for someone who thrives on detail, processes, and customer interaction.

Working closely with the CSM Team Leader, you will be involved in onboarding new clients, account reviews, and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.

In this role you will

• Guide clients through the toolbar implementation process, working closely with the sales and technical teams.
• Maintain and support a portfolio of legacy accounts, ensuring ongoing client satisfaction and smooth renewals.
• Provide responsive, high-quality customer service via email, phone, and virtual meetings.
• Work with internal teams to troubleshoot implementation challenges and escalate technical issues when needed.
• Track and update client information, implementation progress, and renewal timelines in our CRM.
• Assist in producing simple reports and usage summaries for clients.
• Advocate for accessibility and help clients understand how to get the most from their Recite Me solutions.

We’re looking for someone eager to grow in the Customer Success field with a strong service mindset. Here’s what will help you succeed:

• 2+ years’ experience in Customer Success, Account Management, Customer Service, or a related B2B role.
• Strong organizational skills and attention to detail.
• Confident, clear communicator (written and verbal) who can interact with stakeholders at different levels.
• Ability to manage multiple implementation tasks at once and stay on top of deadlines.
• Basic familiarity with websites and platforms (HTML, WordPress, or similar).
• Quick learner with a proactive, positive attitude.
• Interest in Accessibility, Diversity, Inclusion, and the Digital World.
• Experience in SaaS or Tech is a plus but not required.

Location

Hybrid working set-up. Minimum 3 days in Reston, VA office. (Sunset Hills Area)

• Great culture & working environment

• Paid vacation including Federal Holidays

• Excellent benefits package

Remuneration

Salary - reflective of experience (Base + OTE)

Job Type: Full-time

Salary: $60,000 - $70,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday