Customer Success Manager

Role overview

This remote customer success role serves enterprise customers in the Eastern time zone, helping them connect workforce and skills priorities to measurable business outcomes. As a post-sale advisor, you will understand each customer’s goals, guide effective use of learning and skills solutions, and demonstrate the value achieved. You will work closely with account executives and internal specialists to support retention, reduce risk, and identify opportunities for growth.

Responsibilities

- Build trusted relationships with customer stakeholders, including senior executives, and uncover their business priorities and desired outcomes. - Define success measures and use customer and platform information to explain value and recommend next steps. - Lead strategic business reviews covering results, skills plans, future priorities, risks, and opportunities. - Advise customers on advancing learning and skills initiatives and making effective use of their current solutions. - Partner with account executives on account plans, renewal readiness, and potential expansion. - Monitor customer health, address risks with mitigation plans, and coordinate internal teams around customer needs. - Understand the customer’s learning and talent technology environment and connect relevant resources to its challenges.

Requirements

- At least five years in customer success, strategic account management, consulting, professional services, or a related customer-facing role. - Bachelor's degree in business, education, talent management, or a related area, or equivalent professional experience. - Track record managing complex customer relationships and engaging senior or C-suite stakeholders. - Business judgment to connect workforce and skills programs with broader organizational priorities. - Strong discovery, consultative, presentation, and storytelling skills; able to communicate complex ideas clearly. - Ability to analyze customer information, build account or success plans, manage multiple relationships, and identify and reduce customer risk.

Nice to have

- Background in learning, talent, HR technology, SaaS, or digital learning, and familiarity with enterprise learning or talent platforms. - Experience with customer relationship or success management systems, plus strong presentation and spreadsheet skills. - Experience supporting enterprise or strategically important accounts.

Benefits and work setup

The position is remote and aligned to the Eastern time zone. The target annual base salary is approximately $80,000–$90,000, with average on-target earnings including commissions of approximately $100,000–$110,000. Benefits include medical, dental, vision, and paid time off.