Customer Success Lead

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

📋 Description

• Oversee the intake and onboarding process for new client engagements, focusing on success metrics, logistics, technical access requirements, and participant enrollment.

• Take full 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 and manage relationships within a portfolio of employer partners, including conducting weekly sync meetings and Monthly Business Reviews.

• Create and present business review presentations that cover completion rates, job placements, and Net Promoter Score (NPS).

• Monitor the health of the program and take action when learner outcomes are at risk.

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

• Identify opportunities for expansion within existing accounts.

• Collaborate with the Business Development team on renewals and account growth initiatives.

• Establish relationships with client decision-makers.

• Develop scalable playbooks and processes.

• Coordinate with the Program Success, Admissions, Finance, and Learning teams.

• Advocate for the client perspective internally and escalate any blockers encountered.

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

⛳️ Requirements

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

• Proven track record of managing complex, multi-stakeholder relationships with significant Annual Recurring Revenue (ARR).

• Strong operational instincts and the capability to execute detailed program implementations while nurturing the broader relationship.

• Comfortable working with data; skilled in extracting numbers, crafting narratives, and determining key insights.

• Exceptional communication skills across client interactions, written updates, and internal cross-functional meetings.

• Self-motivated and well-organized; capable of managing an independent portfolio of business.

• Experience in workforce training or employer partnerships is advantageous.

• Familiarity with healthcare organizations is a plus.

🏝️ Benefits

• Equal opportunity employer dedicated to promoting diversity and preventing discrimination.