Location: Hybrid (San Francisco)
Reports to: VP Customer Success

 

About Smart Access

 

Smart Access helps enterprise operators turn standard work into real performance. We
partner with the world’s most complex operations to drive execution, accountability, and
continuous improvement through observation-driven insights and frontline enablement.
Our customers don’t buy software—they buy outcomes. We are focused on the following
verticals: retail, food services, and 3PL.io.

 

About the Role

 

We’re looking for a Principal CSM to be the VP of Customer Success’s right hand—owning
day-to-day customer relationships across our enterprise portfolio while building the
foundation for a world-class CS function.

This is an IC role today with scope for growth as a leader. You’ll manage relationships with
operations leaders at Fortune 500 companies. You’ll run QBRs, drive adoption, identify
expansion opportunities, and build the playbooks that let us scale without losing the whiteglove quality our customers expect.

 

What You’ll Do

Own Customer Relationships

• Manage day-to-day relationships across our enterprise customer portfolio
• Run QBRs that demonstrate value and surface expansion opportunities
• Drive adoption, not just deployment, but actual usage that delivers ROI
• Be the voice of the customer internally, surface feedback, advocate for needs
  Drive Retention & Expansion
• Own the renewal process, no renewal should be a surprise
• Identify expansion signals and hand off qualified opportunities to Sales
• Intervene early when accounts show at-risk signals
• Track and improve health scores, usage metrics, and adoption rates
  Build the Machine
• Execute and refine playbooks for QBRs, renewals, at-risk intervention, onboarding etc.
• Implement and optimize CS platform
• Document what works so we can scale without losing quality
  Grow Into Leadership
• As we scale, transition into managing CSMs and implementation specialists
• Own team performance on adoption, retention, and customer health metrics

 

What We Are Looking for

Must-Haves

• You own without being told. You see what needs to be done and do it. You don’t wait for permission or detailed instructions.
• Enterprise customer experience. You’ve managed $1M+ ACV accounts. You understand multi-stakeholder complexity, long sales cycles, and enterprise decision-making.
• Expansion mindset. You see customer success as a revenue function. You’ve identified and advanced expansion opportunities and not just retained customers.
• Process builder. You can take what works and turn it into a repeatable playbook. You document, systematize, and improve.
• Leadership trajectory. You want to build and lead a team. You have the potential and desire to manage people.

 

Nice-to-Haves

• Supply chain, distribution, logistics, or operations experience
• Experience with frontline worker technology or workforce management
• CS platform experience (Vitally, ChurnZero, Gainsight)
• Series A / high-growth startup experience

 

WHY JOIN SMART ACCESS

 

You get to build, not maintain.

We’re not handing you a binder of SOPs. If something doesn’t exist yet, you get to design it.
If something is broken, you fix it. Your fingerprints will be all over how this function scales.

Your growth is only capped by how fast you can move
Because we’re lean and growing, you’ll get ownership you won’t find anywhere else. You
won’t wait years for bigger challenges; they’ll be in your lap in week two. If you’re capable,
you will grow here. Fast.

You see your impact immediately.
You don’t need a 6-month cross-functional roadmap to make change. You’ll talk to
customers, understand their problems, and ship solutions that matter, often the same
week.

You’re around people who genuinely want to win together
We take the work seriously, but we don’t take ourselves too seriously. We support each
other, push each other, and celebrate hard. When things get tough, we run toward the
problem together.

You’re excited by movement, not scared of it.
We shift priorities quickly because our customers move quickly. If you like variety,
challenge, and figuring things out on the fly, you’ll thrive here.

You make real work operations better
When you solve a problem or fix a system here, a distribution center actually runs more
smoothly. That’s impact you can see, not theoretical metrics buried in a dashboard.

 

What You’ll Get

• Ground-floor opportunity. Shape how CS works at a company with real traction and ambitious goals.
• Clear path to growth. This role grows into managing the CS team as we scale.
• Enterprise customers you’ve heard of. Work with operations leaders at Fortune 500 companies. companies that matter.
• Impact that’s visible. Small team, direct line to executive leadership, your work directly affects company trajectory.