Client Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Establish trusted, strategic partnerships with a portfolio of clients to foster long-term retention and loyalty.

• Oversee the client lifecycle from post-onboarding to adoption, expansion, advocacy, and renewal.

• Assist clients in designing, implementing, and optimizing their learning programs using Absorb LMS.

• Consult on and evaluate program effectiveness, linking learning outcomes and usage to business objectives and product ROI.

• Provide training, best practices, and enablement sessions to enhance client utilization of Absorb LMS.

• Track client health, identify potential risks, escalate issues as needed, and formulate action plans.

• Recognize and direct upsell and expansion opportunities to the Account Management team.

• Work collaboratively with Product, Support, Professional Services, and other internal teams.

• Keep precise client documentation in internal systems and tools.

⛳️ Requirements

• 4–6 years of experience in B2B SaaS, preferably in the LMS, HR Tech, EdTech, or learning solutions sectors.

• Experience as a Learning & Development practitioner, including designing, executing, and evaluating training programs.

• Capability to connect learning initiatives to measurable outcomes, customer engagement, program ROI, adoption metrics, or business KPIs.

• Strong client-facing abilities, encompassing communication, relationship-building, executive alignment, and consultative problem-solving.

• Proficiency in translating technical concepts into understandable explanations.

• Solid commercial and business acumen.

• Exceptional time management and project management skills.

• Familiarity with SaaS, APIs, and fundamental web technologies.

• Experience with customer success and productivity tools such as ChurnZero, Salesforce, JIRA, and Zendesk.

• Background in change management, enablement, or instructional design projects.

• Experience advising clients on LMS or L&D ecosystem best practices.

• Must provide proof of legal eligibility to work in the country of application without sponsorship.

• Successful candidates will undergo pre-employment background screening, including a criminal record check.

🏝️ Benefits

• Fully remote-first work with flexible working arrangements.

• Comprehensive health and wellness benefits.

• Retirement savings plans.

• Eligibility for two distinct bonus plans.

• Generous time-off policies.

• Comprehensive medical and dental benefits based on your country of residence.

• New hire equipment allowance.

• Monthly flex allowance.

• Opportunities for career growth and internal mobility.

• Employee-driven diversity, equity, and inclusion programs.