ACD Operations LLC

Compensation

Full Description

We’re looking for a motivated, customer-focused Customer Success Manager (CSM) to support our Small and Mid-Sized Business (SMB) customers using AIA Contract Documents. This role is primarily responsible for managing renewals, driving expansion through up-sell and cross-sell opportunities, and building strong, trusted relationships with customers.  You’ll serve as a key partner to our customers by helping them maximize value, proactively addressing concerns, and ensuring a smooth renewal experience, while collaborating closely with internal teams to deliver a best-in-class customer experience. If you thrive in a fast-paced environment, love meaningful customer conversations, and enjoy balancing relationship-building with revenue impact, this role is for you.  Key Responsibilities  * Own and manage a portfolio of SMB customers, driving successful renewals and identifying up-sell and cross-sell opportunities. * Proactively engage customers to understand their goals, usage, and potential growth opportunities. * Confidently handle objections, resolve concerns, and mitigate churn through thoughtful problem-solving and clear communication. * Guide customers through the renewal process accurately, professionally, and with a positive experience. * Build strong, trusted relationships that position you as a long-term partner and advisor. * Collaborate cross-functionally with Support, Product, and Finance to ensure seamless customer experiences and to drive continuous improvement. * Maintain accurate account records, forecasts, and activity tracking in CRM systems. * Manage a high-volume workload while maintaining exceptional quality, responsiveness, and attention to detail. * Contribute positively to team culture by bringing positive energy, accountability, and a collaborative mindset. * Identify trends, customer feedback, and opportunities to improve processes and customer outcomes. What We’re Looking For  * Proven experience in Customer Success, Account Management, Sales, or a related customer-facing role (B2B or SaaS preferred). * Strong skills in objection handling, negotiation, and consultative selling. * Demonstrated success in renewal management, up-selling, and cross-selling. * Excellent written and verbal communication skills, with a polished, customer-friendly tone. * Ability to manage multiple priorities and high-volume workflows with grace and consistency. * Customer-first mindset with a passion for delivering outstanding experiences. * Strong collaboration skills and the ability to build effective cross-team relationships. * Organized, detail-oriented, and comfortable working with systems, data, and deadlines. * Positive attitude, sense of humor, and genuine enjoyment of working with people. Nice to Have  * Experience working with SMB customers. * Familiarity with contract documents, legal, construction, or professional services environments. * Experience using CRM and financial technology tools (HubSpot, Zendesk, Stripe, etc.). * Experience in subscription-based or renewal-driven business models. Benefits and Perks  * Competitive salary * Company-paid health insurance  * Dental vision insurance * 401(k) with company match * Work-from-home stipend