Customer Success Manager

Role overview

Manage a portfolio of strategic customers using digital learning solutions, helping them build and improve programs that support workforce skills and business goals. The role spans advising learning leaders after purchase, guiding onboarding and adoption, reviewing outcomes, and partnering with account teams to support retention and expansion. This position is remote in the Eastern Time Zone.

Responsibilities - Advise customers on learning content, platform capabilities, and services in relation to their workforce needs. - Guide customers through defining, launching, promoting, and evaluating digital learning programs. - Establish goals and performance measures with customers, then track activity, usage, and progress toward desired outcomes. - Hold regular business reviews to assess program performance, discuss trends, and identify opportunities for deeper engagement or account growth. - Monitor account health, flag churn risks, and coordinate timely responses to customer issues. - Work with account partners on renewal and expansion plans, and share customer feedback about content needs and technology trends.

Requirements - At least 5 years of customer success, sales, or professional services experience, with a bachelor's degree in a related field or equivalent experience. - Training or consulting experience that includes account management. - Knowledge of digital learning and the ability to explain its business value to stakeholders at different levels. - Understanding of business and leadership skills, skills taxonomies, competency development, and organizational learning needs. - Strong project management and organization skills, including the ability to manage a high-volume customer portfolio. - Adaptability, clear communication, and a solution-focused approach.

Nice to have - Experience with customer relationship management or account health software. - Advanced spreadsheet and presentation skills.

Benefits and work setup - Remote role aligned to the Eastern Time Zone. - The listing describes medical, dental, vision, and paid time off benefits.