Customer Success Lead

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

📋 Description

• Spearhead the intake and onboarding process for new client engagements, establishing success metrics, coordinating logistics, addressing technical access needs, and managing participant enrollment.

• Take ownership of program launches from the execution of contracts to the kickoff of cohorts.

• Act as the primary operational contact throughout the entire program lifecycle.

• Cultivate relationships across a portfolio of employer partners, including conducting weekly sync meetings and Monthly Business Reviews.

• Prepare and present MBR presentations that report on completion rates, job placements, and Net Promoter Scores (NPS).

• Oversee program health and take action when learner outcomes are jeopardized.

• Address and resolve issues related to applications, enrollment, payments, and data transfers.

• Recognize expansion opportunities within existing accounts.

• Collaborate with Business Development on contract renewals and account growth strategies.

• Foster relationships with client decision-makers.

• Develop scalable playbooks and processes to support a growing partner portfolio.

• Coordinate with internal teams to fulfill client obligations.

• Advocate for the client perspective in internal planning sessions and escalate any obstacles encountered.

• Keep stakeholders informed about partner developments, milestones, and outstanding issues.

⛳️ Requirements

• 4-7 years of experience in customer success, account management, or enterprise partnerships, preferably within the education, workforce development, or service sectors.

• Proven ability to manage complex, multi-stakeholder relationships with considerable Annual Recurring Revenue (ARR).

• Strong operational acumen and capacity to execute detailed program implementations while nurturing healthy client relationships.

• Proficient in data analysis, with the ability to extract insights, narrate the findings, and pinpoint key issues.

• Exceptional written and verbal communication skills.

• Self-motivated and organized; capable of independently managing a portfolio of business accounts.

• Experience in workforce training or employer partnerships is advantageous.

• Previous experience working with healthcare organizations is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.