Senior Customer Success Manager

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

📋 Description

• Ensure exceptional customer satisfaction for Intellum’s major accounts through relationship cultivation, effective problem-solving, and aligning the value of Intellum’s native AI features with innovative learning initiatives.

• Propel enterprise L&D initiatives in collaboration with Intellum clients to foster customer retention and promote growth.

• Serve as the primary relationship manager, delivering measurable value via regular interactions, data-driven consultations, and guidance across Intellum’s resources and touchpoints.

• Assist customers in monitoring the health of their L&D programs.

• Conduct structured health checks and lead cross-functional, customer-facing Executive Business Reviews.

• Track customer health metrics using CRM tools, evaluating initiative health, product usage, customer sentiment, and overall portfolio experience.

• Build and maintain robust stakeholder relationships.

• Collaborate closely with Product, Marketing, Support, and Sales teams.

• Create and sustain Account Action Plans for stability and risk management.

• Oversee client insights dashboards, pinpoint improvement opportunities and health risks, and escalate issues as necessary.

• Identify opportunities for account expansion and work in partnership with Sales.

• Align Intellum’s roadmap and product releases with desired business outcomes.

• Update clients on platform enhancements and assist with product migrations.

• Advocate for customers’ needs internally through product feedback and representation.

• Educate clients on strategies for adoption, engagement, and content effectiveness.

• Engage in occasional industry events, webinars, and conferences.

• Communicate organizational news and initiatives to clients.

• Achieve performance metrics including customer retention/GRR, health-check and EBR completion, stakeholder relationship management, and accurate documentation of customer health.

⛳️ Requirements

• 5-10+ years of professional experience in L&D, Enablement, Account Management, Management Consulting, or Customer Success.

• Extensive knowledge of L&D with insights into enterprise learning programs.

• Experience with SaaS, LMS, CMS, and/or software development management (LMS experience preferred).

• Proven track record of establishing strong stakeholder relationships.

• Familiarity with CRM, Project Management, and Software Development tools (Salesforce, Atlassian products, Asana, Zendesk preferred).

• Proficiency in Google Suite and Mac OS preferred.

• Bachelor’s degree in a relevant field or equivalent experience.

• Ability to grasp complex concepts and communicate them simply, adjusting the approach to suit the audience.

• Skilled at identifying and resolving issues effectively, both independently and collaboratively.

• Capable of fostering relationships with customers and cross-functional teams.

• Comfortable navigating data sources and interpreting numerical data.

• High level of self-organization and ownership; adept at managing significant workflow volume and pace.

🏝️ Benefits

• Medical - 100% of employee premiums for selected individual plans.

• Dental - 100% of employee premiums covered.

• Vision - 100% of employee premiums covered.

• LinkedIn Learning access.

• 401(k) with matching (US Based Only).

• Flexible PTO.

• Calm subscription.

• Annual Company Retreat.

• Personal development budgets.