Sr Customer Success Manager

Role overview Guide a portfolio of enterprise customers in turning workforce and skills priorities into measurable outcomes from learning and development programs. As a strategic advisor, you’ll oversee the customer journey from onboarding and adoption through value realization, renewal readiness, and potential growth. The role combines executive relationship building, data-informed recommendations, commercial awareness, and coordination across customer and internal teams.

Responsibilities - Align learning, talent, HR, and business leaders around success goals, milestones, measures, owners, and review schedules. - Advise customers on workforce and skills strategies, drawing on learning, coaching, and skills-related capabilities to address priority gaps. - Guide implementation, launches, adoption, optimization, and changes to programs or operating models, including AI-enabled experiences. - Analyze adoption, engagement, skills, and outcome data; present insights and progress in customer business reviews. - Monitor account health, identify adoption barriers and churn risks, and coordinate mitigation and renewal preparation. - Partner with Sales on account strategy and qualified expansion opportunities, while coordinating with product, services, support, and other teams to resolve issues and relay customer feedback.

Requirements - The available source describes ownership of a complex customer portfolio, clear follow-through, sound judgment, problem-solving, and adaptability to changing customer needs and priorities. - Ability to communicate insights and recommendations to operational leaders and executive sponsors. - Ability to coordinate customer outcomes across multiple internal teams and manage risks, actions, and opportunities.

Nice to have - Experience with Salesforce and ChurnZero or comparable customer-success platforms. - Working knowledge of technology and developer skills, current AI trends, and workforce development. - Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook. - Experience working with distributed teams and customers or stakeholders across ANZ.