Skillsoft is seeking a Senior Customer Success Manager who has a passion for learning to enable organizations to reskill and upskill their employees. In this role, they will manage a portfolio of more complex Enterprise/Strategic customers and are responsible for customer retention and satisfaction. They establish relationships with stakeholders across the customer organization.

OVERVIEW:

The Sr. Customer Success Manager works closely with the customer’s learning leader(s) after the purchase of Skillsoft solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. The Sr. Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. In this role, you will have the opportunity to collaborate with Skillsoft account executives and other internal partners to ensure high renewal rates, as well as participates or leads project teams that contribute to the overall Customer Success organization.

OPPORTUNITY HIGHLIGHTS & RESPONSIBILITIES:

• Collaborate with customers to set a vision for success, formalizing their goals and objectives, and developing strategies to help them achieve these
• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Analyze customer data and usage patterns to identify trends, assess satisfaction, and monitor key performance indicators (KPIs)
• Develop and retain a thorough understanding of the current product portfolio and product roadmaps
• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating strategic alignment
• Maintain a cadence of communication with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement and take proactive steps to address potential issues before they become larger setbacks to success
• Deliver regular business reviews to discuss performance metrics, identify areas for improvement, and make strategic recommendations
• Through collaboration with the account team, analyze white space and identify up-sell and cross-sell opportunities
• Drive retention and growth by understanding customer business needs, helping them to succeed by achieving targeted business outcomes
• Mastery and articulation of the Skillsoft value proposition, value drivers for learning and skills development, and strategic importance of people development to organizational transformation, growth initiatives, and competitive differentiation

SKILLS & QUALIFICATIONS REQUIRED:

• 8+ years of Customer Success Manager experience or equivalent (e.g., sales or professional services) with a Bachelor’s degree in business, education, or related field; or commensurate experience
• Experience encouraging renewals, upselling, and cross-selling through effective communication
• Ability to educate customers on product usage and internal team members on best practices
• Competence in identifying issues and providing practical solutions promptly and capability to make timely and effective choices in customer interactions
• Have a proactive approach in addressing customer needs and improving processes and ability to analyze situations from multiple perspectives to make informed decisions
• Experience managing tasks to meet deadlines and customer expectations
• Ability to understand and share the feelings of customers, fostering a supportive environment
• Excellent communication skills to interact effectively with customers and team members, as well as building and maintaining trust and rapport with clients to ensure satisfaction and loyalty
• Collaboration skills to effectively with various departments such as sales, marketing, and support
• Proficiency in using CRM software, data analysis tools, and understanding basic technical concepts related to the product

DESIRED SKILLS

• Experience using Salesforce CRM and Churn Zero
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• Talent assessment, talent enablement, or consulting experience

Target base salary range for this job requisition is anticipated to be approximately $120,000 - $145,000 annually.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off. The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.

OUR VALUES

We are passionately committed to leadership, learning, and success. We embrace every opportunity to serve our customers and each other as:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• READY
• TRUE