Level Access

Account Manager

• Manage a full retention lifecycle – on-boarding, key check-ins and renewal conversations – to drive the highest contract value retention rates possible.
• Partner with customer success manager(s) to steer clients down successful paths; 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 various audiences via virtual and in-person presentations.
• Partner with internal stakeholders to craft proposals matching unique customer use cases.
• Develop and maintain quarterly and annual strategic account plans.
• Utilize CRM and sales enablement technologies to manage prospect/client communications, activities, and tasks.

Commercial Account Manager

Ecommerce

• Own and optimize the full digital customer journey, spanning awareness, consideration, evaluation, trial, activation, and sales engagement.
• Design cohesive experiences across marketing web, in-product touchpoints, trials, demos, and self-serve flows, ensuring continuity from first visit to product usage.
• Translate GTM strategy into clear journey architectures that support both no-touch / PLG motions and sales-assisted pathways.
• Define what “engagement” means within our GTM model and operationalize it through measurable behaviors (e.g., progression, activation, depth of use, conversion velocity).
• Lead funnel diagnostics across traffic sources, content, journeys, and product touchpoints to identify friction, drop-off, and growth opportunities.
• Use qualitative and quantitative insights (behavioral data, experimentation, feedback loops) to inform continuous optimization.
• Partner closely with Product and Growth teams to design self-serve journeys, activation flows, and product-led pathways that increase adoption and expansion.
• Ensure web and pre-product experiences meaningfully feed trials, demos, onboarding, and in-product engagement.
• Contribute to PLG strategy by aligning digital experiences with activation, retention, and usage outcomes.
• Evolve the web experience for the next generation of discovery, including answer-engine optimization (AEO), AI search readiness, structured content, and schema strategy.
• Lead initiatives around AI-powered personalization, automated content structuring, and predictive journey optimization to scale relevance and performance.
• Ensure digital surfaces are optimized for both human users and machine-driven discovery (search, assistants, copilots).
• Own international web and journey considerations, including regional SEO/AEO, localization strategy, and market-specific optimization.
• Balance global consistency with regional relevance to drive performance across priority markets.
• Act as a connective leader across web, product, content, campaigns, brand, and analytics to deliver a unified digital experience.
• Partner with Sales and Marketing leaders to ensure digital engagement meaningfully supports pipeline creation, acceleration, and product adoption.
• Influence roadmaps, priorities, and investment decisions through data-backed insights and clear articulation of impact.

Senior Manager, Digital Experience

Financial Planning and Analysis

• Lead the financial planning and analysis function for Level Access
• Be responsible for the annual operating plan, quarterly forecast cycles, and long-range plan, ensuring alignment with strategic and financial objectives.
• Build and maintain an integrated financial model that connects revenue, margins, operating expenses, headcount, and cash.
• Establish and handle a company-wide performance management cadence with clear Financial KPIs, targets, and accountability.
• Define and refine the company’s SaaS metrics framework using robust unit economics and scenario analysis.
• Partner with Rev Ops, GTM and Product leaders to recommend portfolio and segment actions.
• Serve as a primary finance partner to senior executives and leaders, providing analyses, decision memos, and recommendations.
• Lead financial evaluation for major initiatives (such as M&A, partnerships, and large enterprise deals).
• Build executive and board-level reporting that explains performance, trends, and risks in a decision-ready format.
• Develop partnerships with leaders across various teams while championing a culture of accountability and data-informed decision-making.
• Improve the finance systems stack and introduce automation to reduce manual work.

FP&A Director

Marketing Operations

• Own the marketing technology ecosystem—including CRM, automation, attribution, and analytics platforms—to deliver large‑scale, aligned business outcomes.
• Track key performance metrics at the program and departmental level, adjusting strategies and resource allocation to stay aligned with enterprise goals.
• Demonstrate effectiveness and efficiency across the function by building scalable, predictable, and measurable operational frameworks.
• Define, standardize, and enforce data governance, reporting integrity, and measurement methodologies that enable accurate insights and support strategic decision‑making.
• Design and implement scalable processes for campaign execution, lead management, scoring, routing, and attribution.
• Establish change‑management frameworks and workflow standards that improve operational performance and speed to market.
• Champion technology adoption across the GTM organization to drive customer‑centric strategies and improved ROI.
• Build, mentor, and develop a high‑performing team with a strong leadership bench.
• Demonstrate accountability for the growth, readiness, and succession of Senior Managers and their teams.
• Create systems for continuous feedback, skill development, and cross‑functional career mobility.
• Model a learning‑oriented culture that elevates the capabilities of the broader GTM organization.
• Communicate strategies, insights, and complex operational decisions in ways that inspire alignment across executives, peers, and team members.
• Translate data‑heavy, cross‑functional initiatives into clear narratives and calls to action.
• Deliver crisp, executive‑ready reporting on marketing performance, ROI, and strategic impact.
• Make high‑impact decisions that shape marketing strategy, operational design, and enterprise value.
• Assess risks, dependencies, and trade‑offs across interconnected systems, balancing competing stakeholder needs.
• Develop the structures, guidelines, and governance frameworks that empower better decision‑making across the marketing and GTM teams.
• Work closely with Sales, Finance, Product, Revenue Operations, and Customer Success to drive unified GTM execution.
• Lead and contribute to enterprise-wide initiatives that require coordination, trust, and shared accountability.
• Resolve cross-functional challenges by focusing on shared outcomes, aligning on data, and facilitating productive dialogue between departments.
• Drive growth and ROI through data‑driven, customer‑centric strategies.
• Enable organizational agility in a fast‑changing environment.
• Champion technology adoption and analytics to inform better decisions.
• Foster collaboration across the enterprise to unify GTM execution.
• Demonstrate measurable impact on revenue, retention, and customer experience.

Director, Marketing Operations

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