Senior Customer Success Manager

About the company

The company is the trusted partner for Workforce Reinvention in the age of AI. The company delivers integrated software, curated and customizable content, and expert services – embedded into existing learning, HR, and work systems – to help organizations expand their human+AI potential and thrive through change.

Learn more: [link for members]

About the Team

Our Customer Success Managers (CSM's) are trusted advisors to our customers in the elearning space. Our goal is to work with customers to determine how the company can help them achieve their training goals.

Our CSM provides outstanding service to grow existing accounts by partnering on strategic training initiatives, defining high-level marketing & communication strategies within customer organizations, and driving increased utilization and engagement to our customers over long-term relationships. Your performance will be measured through renewals, account growth, churn rate, and customer satisfaction metrics of enterprise level customers.

Performance Objectives

In Your First 30 Days

• Complete the company CSM onboarding, gaining a deep understanding of our value proposition and how the company CSMs support the customer journey.

• Confidently deliver presentations for each customer journey touchpoint.

• Conduct a virtual demo of the company platform.

• Begin onboarding three new enterprise customers.

In Your First 60 Days

• Develop a comprehensive understanding of the company catalog and its alignment with customer needs.

• Independently manage enterprise accounts at 50% of your portfolio capacity.

• Deliver 25 customer meetings, focusing on engagement, retention, and value delivery.

• Build success plans for the top 30% of your accounts.

• Begin forecasting and closing upcoming renewals while actively identifying upsell opportunities.

At the End of 90 Days

• Fully manage a complete portfolio of complex, enterprise accounts.

• Deliver all customer journey touchpoints with confidence, including Executive Business reviews with customer executive officers.

• Build executive relationships with 50% of your accounts.

• Forecast and close renewal opportunities, ensuring customer retention.

• Meet key retention and upsell OKRs.

Within Your First 90-120 Days

• Gain a solid understanding of your market, including customer needs, trends, and competitive positioning.

• Develop a toolkit of best practices for Learning and Development program launch, management and optimization.

• Build upon the company playbooks for risk mitigation to increase retention rate.

• Establish successful working relationships with internal teams, including Support, Curation, and Sales, to drive customer success.

• Maintain accurate and up-to-date records of all activities, meetings, opportunities, and forecasts in Salesforce.com and Gainsight on a daily basis.

We’re looking for proven examples from your career that show you can do this job, that you’ve built systems, driven alignment, and created impact at scale. When you look back a year from now, you’ll know you’ve made the company better, faster, and stronger because of your leadership.

Although it should go without saying (but it doesn’t), the company is an equal opportunity employer and we strive to create a welcoming, inclusive environment that celebrates diversity.

We use AI. For real.  Every team at the company works with AI tools daily, not as a buzzword, but as practice. You'll build fluency that most companies are still talking about adopting, with hands-on training and clear guardrails to experiment responsibly. AI amplifies your creativity and judgment. It doesn't replace them. The skills you build here travel with you.

Location : This position can be based anywhere in the US. We operate as a remote-first company and invest in all-company in-person meetings several times a year.

Performance Driven : We're looking for self-starters with a track record of delivering excellent results, but we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences. All positions can be based anywhere in the US, and require up to 15 days of travel per year, with senior management and leadership teams requiring up to 35 days.

Compensation: On-target earnings for this role range between $140,000 - $150,000 per year, depending on experience.   We carefully consider a wide range of compensation factors, relying on market data to determine compensation and consider your specific job family, background, skills, and experience. We prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals.

Benefits:  Benefits include comprehensive medical, dental, and vision coverage, flexible PTO, 401(k) matching, incentive stock options, volunteer time off, Employee Resource Groups, and a generous professional development program with dedicated annual time off for learning and growth.

Equal Employment Opportunity : the company is an Equal Employment Opportunity and Affirmative Action employer that values and welcomes diversity. We do not discriminate on the basis of various legally protected characteristics, including criminal history, and strive to provide reasonable accommodations to qualified individuals with disabilities. We prioritize safety and security and may use your information accordingly, and you can contact us for assistance or accommodations during the job application process.

Pay Transparency : At the company, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

CPRA (California Candidates): When you submit your application, the company may collect and use your personal information in accordance with our privacy policy and the CPRA. This may include personal details and employment history, and will only be used for employment-related purposes. We may share this information with third-party service providers, but we will not sell it to third parties. If you have any questions or concerns, please contact us, and for more information on your rights under the CPRA, refer to our privacy policy or the California Attorney General's website.

We Care About Your Security: We’ve been made aware of a phishing scam involving individuals impersonating the company recruiters. All legitimate communication from our team will come from [link for members] email addresses. If you receive a suspicious message, please contact us directly at [link for members] . Your security matters to us — thank you for staying vigilant