Customer Success Manager

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

📋 Description

• Take ownership of the post-sale customer and value strategy for a portfolio of enterprise clients in the Eastern region.

• Engage with stakeholders at various levels, including executive leaders, to comprehend business, workforce, talent, and skills priorities.

• Consult with customers to convert workforce challenges into actionable learning and skills strategies.

• Suggest methods to enhance the value of existing Skillsoft solutions and pinpoint opportunities for additional offerings.

• Collaborate with Account Executives and internal Skillsoft teams to formulate and implement account plans.

• Drive tangible outcomes, showcase value, mitigate risks, identify growth prospects, and foster long-term retention and expansion.

• Cultivate trusted, strategic relationships with customers, including senior and executive stakeholders.

• Conduct business-oriented discussions to grasp priorities, challenges, and desired outcomes.

• Set measurable success criteria and illustrate the business value and impact of Skillsoft solutions.

• Lead strategic business reviews centered around outcomes, skills strategies, value, future priorities, risks, and opportunities.

• Assist customers in advancing their learning and skills strategies.

• Formulate account strategies, identify whitespace, support expansion opportunities, and enhance renewal readiness.

• Detect customer health risks and devise mitigation plans and save strategies.

• Gain an understanding of customers' broader learning and talent technology ecosystems.

• Coordinate internal Skillsoft resources to tackle customer priorities, opportunities, and challenges.

⛳️ Requirements

• 5+ years of experience in Customer Success, Strategic Account Management, Consulting, Professional Services, or a similar customer-facing role.

• Bachelor's degree in business, education, talent management, or a related field, or equivalent professional experience.

• Proven ability to manage and develop relationships with complex customers.

• Strong business acumen with the capability to understand a customer's strategy and link workforce and skills initiatives to broader organizational objectives.

• Experience in building relationships with senior executives and C-suite stakeholders.

• Ability to transition seamlessly between strategic discussions and operational execution.

• Proficient discovery and consultative skills to identify business challenges, priorities, desired outcomes, and opportunities.

• Competence in analyzing customer and platform data and converting it into insights, recommendations, value narratives, and executive-level dialogues.

• Strong presentation and storytelling skills with the capability to articulate complex ideas clearly and credibly.

• Experience in developing strategic account plans, success plans, business cases, or value realization strategies.

• Proven ability to identify customer risk and create proactive mitigation strategies.

• Excellent project management and organizational skills with the ability to handle multiple strategic customer relationships concurrently.

• Experience in the learning, talent, HR technology, SaaS, or digital learning industries (preferred).

• Familiarity with enterprise learning and talent ecosystems such as Workday, Cornerstone, SAP SuccessFactors, Degreed, or similar platforms (preferred).

• Experience using Salesforce, ChurnZero, or similar CRM/Customer Success platforms (preferred).

• Strong PowerPoint and Excel skills (preferred).

• Experience managing enterprise or complex strategic accounts (preferred).

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Paid time off