Enterprise Customer Success Manager

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FULL TIME Ann Arbor, MI, US

28 days ago Requisition

Salary Range: $ To $ Annually

People come to work for Deque because of what we do: enable businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. The personal fulfillment employees feel here is unparalleled. In addition to the altruistic nature of our jobs, the organizational structure is extremely flat and welcoming. Women-owned and operated, Deque CEO Preety Kumar is internationally revered for her down-to-earth personality and work ethic.

Deque’s core values are central to our culture of customer satisfaction. Do you share them?

Innovation with results that matter

Deliver what you promise

We practice humility

At Deque, you’ll work with the best and brightest minds in the industry, sharing best practices, tackling new issues and uncovering new approaches. Customer Success Managers at Deque also love their jobs because of the support systems in place.

Deque experts regularly contribute to W3C Accessibility Working Groups and collectively hold more CPACC, WAS, & CPWA certifications issued by the IAAP than any accessibility testing company in the world.

This is a senior, commercial role. As an Enterprise Customer Success Manager at Deque, you will own the post-sale relationship and net revenue retention for a portfolio of strategic enterprise accounts. You are not a support escalation point — you are the strategic partner your customers rely on to build and execute their accessibility programs, and the primary driver of renewal and expansion outcomes for your book of business.

You will manage complex, multi-stakeholder relationships at Fortune 500 and regulated-industry accounts, run executive business reviews that demonstrate measurable ROI, and use data and AI to stay ahead of risk and opportunity across your portfolio. You will be expected to bring sharp judgment, commercial instincts, and deep knowledge of the accessibility landscape to every customer interaction.

You will work daily in Customer 360, Deque’s customer intelligence platform, to monitor account health, track tool adoption, and surface risk signals before they become renewal conversations. You are expected to use Deque 360 proactively — not as a reporting tool, but as the operational backbone of how you manage your portfolio. The insights it surfaces are only as valuable as the actions you take on them.

Own NRR for your assigned portfolio. Renewals are not a finish line — they are a result of the strategic work you do all year. You are accountable for on-time closes, gross revenue protection, and net expansion above your baseline.

Drive expansion. Identify upsell and cross-sell opportunities grounded in customer outcomes, not quota pressure. Build the business case alongside your AE and advance it through the right stakeholders.

Forecast accurately. Maintain a current, defensible view of renewal risk and expansion potential in Salesforce. No surprises at quarter-end.

Build account-specific success plans tied to measurable business outcomes — not generic templates. Each plan should connect the customer's accessibility program maturity to their broader compliance, brand, and product goals.

Run executive business reviews that demonstrate ROI, surface risk proactively, and advance the relationship. If your Q  is a slide deck recap of ticket volume, it’s not a Q .

Develop multi-threaded relationships across business, technical, legal, and procurement stakeholders. Single-threaded accounts are a retention risk — eliminate them.

Keep customers informed on regulatory and standards changes — WCAG updates, ADA enforcement activity, EU Accessibility Act timelines — and help them understand the implications for their program. When news breaks, your job is to translate the signal, not the noise, and bring in the right Deque resources to help them act.

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