Level Access

Customer Success Manager

• Own and lead complex, high‑value, or high‑risk customer relationships, demonstrating strong judgment and independent decision‑making
• Develop deep understanding of customer business objectives, success criteria, and accessibility maturity
• Serve as a trusted advisor to senior customer stakeholders, including executive‑level contacts
• Lead strategic Business Reviews, synthesizing data, outcomes, risks, and forward‑looking recommendations
• Anticipate customer challenges and proactively adjust engagement strategies to protect retention and long‑term value
• Design and execute customized adoption and engagement strategies aligned to customer goals and maturity
• Translate customer goals into actionable platform usage, process improvements, and roadmap alignment
• Identify patterns across accounts to surface expansion opportunities, churn risks, or systemic adoption barriers
• Provide advanced product guidance and contribute meaningful feedback into product and roadmap discussions
• Partner with Onboarding, Support, Services, and Product to remove blockers and improve time‑to‑value
• Lead coordination across Sales, Account Management, Product, Support, and Services to ensure cohesive customer execution
• Anticipate cross‑functional needs and proactively align stakeholders before issues escalate
• Advocate for customers by translating their needs into clear, actionable internal priorities
• Help resolve friction across teams while maintaining focus on customer outcomes and company goals
• Influence renewal and growth strategy through insight, data, and strong partnership with Account Management
• Act as a senior voice of the customer within the organization, influencing improvements beyond individual accounts
• Guide customers through accessibility program maturity, including process change, operationalization, and culture change
• Monitor progress against customer milestones and adjust strategies in response to evolving needs or ambiguity
• Support customers through complex or uncertain situations, providing clarity, prioritization, and confidence
• Serve as a resource and mentor to other CSMs by sharing best practices, insights, and guidance
• Contribute to the development and refinement of CS playbooks, frameworks, and scalable processes
• Identify recurring issues or inefficiencies and propose improvements that raise the bar for the entire team
• Model strong collaboration, communication, and accountability in alignment with CARE behaviors

Financial Planning and Analysis

• Be responsible for the consolidated company financial model, including revenue, expense, cash flow, and headcount forecasts.
• Lead annual budget and rolling forecast cycles in partnership with functional leaders (GTM, R&D, G&A, Customer Success).
• Perform scenario modeling on growth, hiring, and margin profiles to support strategic decisions and trade-offs.
• Build and maintain detailed SaaS metrics financial reporting, including ARR, NRR/GRR, Revenue/FTE amongst others.
• Partner with RevOps to stay aligned on operational KPIs that drive Financial performance.
• Partner with department leaders to manage budgets, track variances, and identify efficiency opportunities across Opex (R&D, S&M, G&A).
• Develop headcount and labor cost models that align hiring plans with revenue and margin targets.
• Compose standardized monthly budget vs. actuals packages, including commentary and trend analysis for leadership.
• Prepare monthly and quarterly reporting packages for the executive team, highlighting key variances, risks, and opportunities.
• Support creation of board materials, and investor presentations.
• Translate sophisticated analyses into concise stories for non-finance partners.
• Evaluate investments in product, AI capabilities, GTM initiatives, and partnerships using ROI, payback, and unit economics.
• Support pricing, packaging, and commercial strategy analysis in coordination with Product and GTM teams.
• Lead ad hoc deep dives on topics such as SaaS vs. Services mix, margin expansion, and capital allocation.
• Improve FP&A processes, calendars, and templates to increase accuracy, speed, and repeatability of reporting cycles.
• Help enhance the finance tech stack (e.g., planning tools, BI, ERP) and ensure alignment of data definitions across systems.
• Promote a culture of data integrity, consistent KPI definitions, and self-serve reporting where feasible.

Senior Financial Analyst

Sales Development Rep

• Drive revenue pipeline growth by exceeding monthly targets for booking high-quality meetings with potential customers.
• Conduct strategic, multi-channel outreach through phone calls, emails, LinkedIn, video messaging, and more.
• Partner closely with Account Executives and Marketing to execute targeted prospecting campaigns and refine go-to-market strategies.
• Learn and clearly communicate Level Access’ value proposition to key decision-makers and stakeholders.
• Provide actionable feedback to sales and marketing teams to optimize messaging, campaigns, and prospect engagement.
• Ensure data integrity by accurately maintaining prospect information and activities in Salesforce and other sales tools.

Sales Development Representative

Account Executive

• Proactively identify and engage new prospects through targeted outreach.
• Meet or exceed monthly meeting and pipeline contribution goals.
• Maintain a consistent cadence of outbound activity to build a healthy top-of-funnel.
• Qualify and progress inbound leads through discovery and consultative selling.
• Drive deal momentum and ensure consistent pipeline advancement throughout the quarter.
• Own the full sales cycle from discovery to close for qualified opportunities.
• Develop tailored proposals, lead contract negotiations, and close deals to meet or exceed quarterly targets.
• Participate in ongoing training and enablement programs.
• Apply coaching and feedback from sales leadership to continuously improve skills and performance.
• Stay current on industry trends, competitive landscape, and product knowledge.

Account Executive, SMB

• Identify, engage, and close net‑new opportunities with Commercial‑segment prospects.
• Develop and execute a territory plan.
• Manage prospecting, qualification, proposal development, and negotiation.
• Build relationships with decision‑makers in mid‑market organizations.
• Partner with internal teams.
• Maintain awareness of industry trends.
• Achieve revenue targets and maintain CRM accuracy.

Account Executive, Commercial

Account Manager

• Manage a full retention lifecycle – on-boarding, key check-ins and renewal conversations – in order to drive the highest contract value retention rates possible.
• Partner with customer success manager(s) to steer clients down successful paths; as a team, your goal is to help clients on their accessibility journey and maintain high levels of engagement.
• Identify areas for growth including up-sells from current product subscriptions and cross-sells into new product subscriptions.
• Deliver compelling arguments for digital accessibility to a variety of audiences – ranging from front-line to senior/C-suite – via a combination of virtual and in-person presentations.
• Partner with internal stakeholders (customer success, sales engineering, service delivery, customer marketing) to craft compelling proposals that match unique customer use cases.
• Develop and maintain quarterly and annual strategic account plans.
• Utilize CRM and sales enablement technologies to manage all aspects of prospect / client communications, activities and tasks.

Commercial Account Manager

Marketing

• Own the strategy and execution that turns customers into advocates, drives product adoption, and fuels retention and expansion.
• Partner closely with Global Campaigns, Customer Success, Product Marketing, and Demand Gen to build lifecycle programs, customer storytelling initiatives, and insight-driven communications.
• Develop and run lifecycle programs that drive onboarding, adoption, renewal, and expansion.
• Build and manage a scalable customer storytelling and advocacy program; case studies, testimonials and customer features.
• Lead customer communications including newsletters, learning content and event invitations.
• Define KPIs for adoption, engagement, advocacy, and expansion - reporting progress regularly.
• Collaborate with Marketing and Rev Ops to connect customer marketing to pipeline and revenue impact.

Senior Customer Marketing Manager

• Identify, engage, and close net-new opportunities with enterprise prospects, focusing exclusively on new logo acquisition.
• Develop and execute strategic account plans within an assigned territory to prioritize high-potential prospects and maximize growth opportunities.
• Build and maintain a robust pipeline through targeted outreach and engagement strategies.
• Conduct discovery calls to understand client needs and align solutions effectively.
• Create compelling, customized proposals to demonstrate value and close deals.
• Lead negotiations to structure mutually beneficial agreements that drive client success.
• Build strong relationships with client decision-makers and influencers, including C-suite executives.
• Partner with internal teams to design and deliver tailored solutions that meet client requirements and drive desired outcomes.
• Stay informed about industry trends, competitive dynamics, and enterprise challenges to establish credibility as a trusted advisor.
• Consistently achieve or exceed sales targets for net-new revenue while maintaining accurate opportunity records in CRM systems for effective forecasting and pipeline management.

Account Executive – Enterprise

Administration

• Administer health, dental, vision, retirement, and other benefit programs for U.S. and Canadian employees, ensuring accuracy and a positive employee experience.
• Manage Leave of Absence (LOA) processes, including short-term disability, long-term disability, and statutory leaves, with a focus on compliance and empathy.
• Serve as the primary point of contact for benefits inquiries, resolving employee issues promptly and professionally.
• Coordinate with vendors and carriers to ensure accurate enrollment and billing, building strong working relationships.
• Maintain compliance with federal, state, and provincial regulations, demonstrating accountability for regulatory adherence.
• Assist with benefits audits and reporting, striving for excellence in data integrity and process improvement.
• Support immigration-related processes and documentation (preferred), collaborating with internal and external partners.
• Work closely with HR, payroll, and finance teams to ensure seamless operations and cross-functional collaboration within People Operations.
• Lead or participate in process improvement initiatives to enhance benefits administration efficiency and employee experience.
• Analyze benefits data and trends to inform recommendations and decision-making, demonstrating a commitment to excellence.

Benefits Administrator

Product Designer

• Design accessible, intuitive user experiences that meet high standards for usability and inclusivity.
• Own end-to-end design for assigned features, demonstrating autonomy and accountability for outcomes.
• Contribute to and evolve the design system for consistency and scalability across products.
• Conduct user research and usability testing to inform and refine design decisions.
• Apply short- and long-term design strategies to support product lifecycle goals.

Enterprise Account Manager

Product Marketing

• Lead product marketing function and fuel go-to-market success
• Translate product strategy into market impact by packaging positioning, messaging, ICPs, and competitive insight
• Design & lead GTM strategy;
• Drive revenue impact;
• Own market narrative & intelligence;
• Enable the field & accelerate adoption;
• Influence market perception;
• Build & scale a high-performing team;
• Own competitive strategy & advantage

Vice President of Product Marketing

Sales

• Meet or exceed sales targets for your assigned territory/region/market verticals.
• Develop and execute effective strategies to achieve targets.
• Recruit and onboard account executives for your region.
• Manage the day-to-day activities of your team to ensure accuracy of reporting and forecasting.
• Ensure your team meets quota through new sales via net new logos.
• Understand industry trends, the competitive landscape, and our value propositions.
• Become familiar with Level Access customers.
• Selling practices and how they relate to building pipeline and securing new business.
• Ensure that all sales reps are well versed on Level Access products and services.
• Educate your team on customer value proposition and positioning.
• Participate in pre-discovery calls to support new team members and provide feedback.
• Review proposals to ensure they have the Level Access branding, are accurate, and provide a compelling value to the prospect.
• Help your team leverage the account planning process embedded in Salesforce.
• Focus efforts on establishing accounts and growing relationships with prospective clients.
• Leverage the marketing plan to ensure you are maximizing impact on inbound leads.
• Help your team build outbound prospecting plans and strategies to ensure they are spending their time in places that generate pipeline.
• Work closely with your team on deal strategy, taking the lead when appropriate to ensure c-level involvement from the client and/or ensure the appropriate Level Access executive team are helping work deals.
• Work with SDR leadership to support success in both roles.
• Partner with demand generation team to develop a monthly/quarterly strategy and measurement of success.
• Review pipeline and deal strategy on a regular basis to ensure strategic next steps and accurate forecasting.
• Keep prospecting a part of the regular routine for the team you are managing and add new prospects to the pipeline on a consistent basis.
• Effectively use the Salesforce CRM tool to ensure accuracy of forecast for your team.

Customer Success Manager

Senior Financial Analyst

Senior Financial Analyst

Sales Development Representative

Account Executive, SMB

Account Executive, Commercial

Commercial Account Manager

Senior Customer Marketing Manager

Account Executive – Enterprise

Benefits Administrator

Product Designer

Enterprise Account Manager

Vice President of Product Marketing

Manager, Commercial Sales