Level Access

Vice President

• Define and execute a bold product vision aligned to company growth objectives, North Star metrics, and innovation goals.
• Own multi-horizon planning to balance core ARR-driving products with emerging AI-first offerings.
• Drive platform evolution, ensuring scalability, resilience, and speed in delivering customer value.
• Serve as an external face of product strategy, presenting at industry events and publishing thought leadership in collaboration with marketing.
• Navigate highly technical product decisions with fluency, including API architecture, platform infrastructure, and accessibility standards.
• Partner deeply with Engineering leadership to evaluate build-vs-buy-vs-partner decisions, define technical product requirements, and ensure the product organization can hold its own in architecture and feasibility conversations.
• Translate complex technical constraints and opportunities into coherent product strategy and customer-facing value.
• Serve as the execution backbone for the product organization: own operating cadences, hold teams accountable to commitments, and surface blockers before they become misses.
• Drive the standard operating rhythms for assigned product lines including weekly forecast participation, monthly and quarterly business reviews, and half-year planning cycles.
• Create clear accountability structures across value streams and ensure cross-functional dependencies are tracked and resolved.
• Lead the identification and execution of process automation opportunities.

VP, Product

General

• Manage a high-volume portfolio of 25–50 renewals per month
• Engage customers via email, phone, and video to renew and upsell
• Manage product discussion and overcome objections by highlighting key benefits
• Identify opportunities for add-ons and expanded packages
• Maintain accurate records in CRM (HubSpot/Salesforce)
• Collaborate with other sales teams, contracting teams, and legal where necessary

Renewal Specialist – Contractor

Security Engineer

• Reporting to the Senior Director of Information Security, the Security Engineer role at Level Access will help the company meet its goal of being the most secure company in digital accessibility.
• Perform initial triage of disparate security signals and events to determine severity and drive response to potential business-impacting incidents.
• Monitor and analyze vulnerability management tools and feeds; provide remediation guidance to downstream teams; and keep technical risk under control.
• Operate the security awareness program, including course design, phishing simulations, reporting, and support for business teams and users.
• Support internal and external stakeholders as required to gather information and evidence for security governance activities and compliance audits.
• Use AI and automation techniques to enhance compliance, facilitate business operations, and improve efficiency.
• Undertake small projects to mitigate risk, support the team, and support other company objectives.

• Reporting to the Senior Director of Information Security, the Security Engineer role at Level Access will help the company meet its goal of being the most secure company in digital accessibility.
• Security alert triage: Perform initial triage of disparate security signals and events to determine severity and drive response to potential business-impacting incidents.
• Vulnerability management: Monitor and analyze vulnerability management tools and feeds; provide remediation guidance to downstream teams; and keep technical risk under control.
• Security awareness: Operate the security awareness program, including course design, phishing simulations, reporting, and support for business teams and users.
• Audit support: Support internal and external stakeholders as required to gather information and evidence for security governance activities and compliance audits.
• AI and automation: Use AI and automation techniques to enhance compliance, facilitate business operations, and improve efficiency.
• Business analysis: Undertake small projects to mitigate risk, support the team, and support other company objectives.

Support Engineer

• Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines
• Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs
• Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines
• Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed
• Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process
• Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations
• Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly
• Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow
• Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations
• Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary
• Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review

Delivery Support Analyst

Marketing

• own the strategy and execution that activates existing customers driving product adoption
• deepen platform usage
• fuel retention and expansion
• partner closely with Customer Success, Product Marketing, Demand Generation, and Revenue Operations to build the customer campaign programmes
• develop lifecycle communications and storytelling initiatives that strengthen relationships across the customer journey
• plan, build, and run integrated customer campaigns across email, digital, events, and in-platform channels
• own the end-to-end customer campaign lifecycle and calendar — including prioritisation, launch planning, execution, and post-campaign optimisation
• activate customers across product launches and GTM plays through targeted programs that drive awareness, trial, and adoption
• plan and brief customer email programs (Gainsight and HubSpot)
• partner with CX and MOPs on segmentation, suppression, and handoff processes
• develop persona-based campaign tracks for key audiences
• own post-event and webinar follow-up, including attendee engagement, on-demand promotion, and SDR handoff
• define and implement campaign performance measurement — tracking adoption, engagement, pipeline influence, and retention impact
• build and scale customer advocacy and storytelling programmes, including case studies, champions, and customer-led content
• identify and activate customer voices for webinars, events, and PR
• partner with Product Marketing to embed customer proof points into demand generation and sales content
• define and scale the customer marketing operating model, including campaign intake, briefing, execution, and reporting
• establish KPIs, reporting frameworks, and playbooks to enable repeatable, scalable campaign execution
• build strong cross-functional partnerships with CX, Product Marketing, and MOPs, with clear processes for collaboration.

Senior Customer Marketing Manager

• Performing initial triage of disparate security signals and events to determine severity and drive response to potential business-impacting incidents.
• Monitoring and analyzing vulnerability management tools and feeds; providing remediation guidance to downstream teams; and keeping technical risk under control.
• Operating the security awareness program, including course design, phishing simulations, reporting, and support for business teams and users.
• Supporting internal and external stakeholders as required to gather information and evidence for security governance activities and compliance audits.
• Using AI and automation techniques to enhance compliance, facilitate business operations, and improve efficiency.
• Undertaking small projects to mitigate risk, support the team, and support other company objectives.