Client Success Manager – Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Onboard new clients to ensure a seamless transition and quick time to first value.

• Provide orientation regarding the elements of the All Access Pass subscription.

• Conduct discovery sessions to confirm desired outcomes and understand the learning environment, learner profile, and program timeline.

• Align content, technology, and services while outlining strategies for implementation.

• Offer training, tools, templates, and guidance to facilitate client launch and enhance learner engagement.

• Develop strong client relationships that focus on delivering results and showcasing value.

• Conduct regular business reviews, analyze performance metrics, gather feedback, and identify opportunities for utilization and expansion.

• Facilitate discovery and solutioning for new or additional learning programs and learner demographics.

• Act as a strategic thought partner and share best practices.

• Collaborate with sales, services, product, and technical support teams to represent client needs and resolve issues.

• Influence renewal and expansion opportunities by demonstrating subscription value and pinpointing upsell/cross-sell possibilities.

• Monitor client health and engagement, proactively addressing potential concerns.

• Support task-force initiatives in developing client and learner engagement tools, templates, and processes.

• Represent the client perspective in prioritizing product development initiatives.

• Track subscription revenue retention, services attachment, client goal achievement, defined goals, progress towards outcomes, client health metrics, and adherence to the client engagement process.

⛳️ Requirements

• 5+ years of experience in training and talent development at the organizational or divisional level.

• 2+ years in a client-facing consulting role with executive or senior leaders and/or multiple stakeholders or workstreams.

• 2+ years of experience in account or project/program management.

• Exceptional communication and presentation skills.

• Ability to influence renewal and expansion opportunities by identifying, validating, and positioning the expansion of subscription or service sales.

• Capable of delivering effective presentations both virtually and in person.

• Proficient in Zoom, Teams, PowerPoint, and Outlook.

• Ability to operate in a data- and AI-enabled environment.

• Skilled in managing multiple strategic and tactical projects and priorities concurrently.

• Client-centric mindset with a passion for providing exceptional service and support.

• Familiarity with FranklinCovey content.

• Experience in facilitating training programs within a corporate setting.

• Knowledge of adult learning methodologies.

• Experience in a subscription-based environment.

• Certification in Customer Success (e.g., CCSM) or a related field.

• Proficient in using Salesforce or other CRM software and SharePoint.

• Experience as a FranklinCovey client administrator or facilitator.

• Organizational development or HR experience or credentials.

• Coaching or consulting experience or certification.

• Leadership experience.

• Background as a Sales or Customer Success Manager.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Health Savings Account (HSA).

• Employee stock purchasing program.

• 401(k).

• Paid time off.

• Holiday pay.

• Occasional travel for client and internal meetings, fewer than 6 times per year.