Customer Success Manager

Summary

Join QA Group as a Customer Success Manager and play a pivotal role in managing strategic client accounts. You will be responsible for fostering strong client relationships, driving platform adoption, ensuring high customer satisfaction, and achieving revenue growth. This role demands expertise in developing tailored customer success strategies, defining client training goals, and acting as a trusted advisor. You will need to demonstrate proficiency in program design, data analysis, and consultative selling to maximize client engagement and ROI. The ideal candidate possesses a proven track record in onboarding, user adoption, revenue retention, and expansion lead generation. This position offers a unique opportunity to work within a rapidly growing team in a startup-like environment, collaborating with Fortune 500 clients and contributing to impactful business transformations.

Requirements

• Experience : Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals. Experience with expansion leads and partnering on growth strategies
• Skills : Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities. Has gravitas, poise, passion and an executive presence when engaging with senior leaders
• Knowledge : Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management,  Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals
• Curiosity & Learning : Demonstrable proof of recent learning (e.g., vendor certification, university course). Analytical with a data-driven mindset

Responsibilities

• Client Onboarding & Training : Facilitate effective onboarding and training for new users
• Customer Success Strategy : Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success
• Learning Strategy: Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide. Set up curricula in partnership with the Go-to-Market Consultancy Team
• Relationship Management : Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions. Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI
• Platform Adoption : Drive license activation and high engagement with our product and content
• Value Management : Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling
• Revenue Retention & Renewals : Manage revenue retention and ensure high net and gross retention rates
• Growth Strategy : Partner with Account Executives to identify and pursue expansion opportunities
• Financial Management : Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn

Preferred Qualifications

• Preferred experience in the EdTech space, such as Udemy or Pluralsight
• Experience managing customer relationships in IT, Product, Engineering, Marketing, and/or Learning & Development functions
• Experience from top tech companies like Amazon, Microsoft, or Google (or their partners)
• SaaS providers such as Rackspace, VMware/Broadcom, or Digital Ocean
• Consulting firms like Big 5, either as a past customer, or if you worked for them, particularly in software development, DevOps, or solution architecture
• Managed services experience with a media/marketing agency

Benefits

• 4 weeks of vacation per year, goes up to 5 weeks after 2 years
• 5 sick days
• 2 volunteer days
• 3 professional development days
• 12 US holidays
• 3% match on the 401k, goes up to 4% after two years, no vest
• Medical, dental and vision through Cigna - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
• FSAs, HSA (with one medical plan), supplemental insurances
• $30/month cell phone reimbursement
• $200 equipment stipend every two years
• Pre-tax commuter benefits to those based out of NYC office