Senior Customer Success Manager

Summary

Join Skillsoft as a Senior Customer Success Manager and help organizations transform their learning experiences. You will manage a portfolio of complex enterprise customers, focusing on retention and satisfaction. Responsibilities include collaborating with clients to set success goals, building strong relationships, analyzing customer data, and ensuring successful product adoption. You will also identify upselling and cross-selling opportunities and deliver regular business reviews. This role requires 8+ years of customer success experience and excellent communication skills. Skillsoft offers competitive compensation and comprehensive benefits.

Requirements

• 8+ years Customer Success experience or equivalent (e.g., sales, professional services) with a Bachelor’s degree in business, education, or related field; or equivalent experience
• Experience encourage renewals, upselling, and cross-selling through effective communication
• Ability to understand and share the feelings of customers, fostering a supportive environment
• Excellent communication skills to interact effectively with customers and team members and building and maintaining trust and rapport with clients to ensure satisfaction and loyalty
• 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
• Efficiently managing tasks to meet deadlines and customer expectations
• 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

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)
• 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

Preferred Qualifications

• 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

Benefits

Medical, dental, vision, and paid time off