Customer Success Manager

As a Customer Success Manager, you will play a crucial role in building and nurturing customer relationships. You will be responsible for engaging with new and existing customers post-sales, ensuring the Learning Experience Platform (LXP) is launched successfully, driving user adoption, satisfaction and ultimately retention. Creative, energetic and self-driven, you understand the customers and their needs and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and communicating it to the users.

In this role you will...

• Manage all customer engagement activities, with a focus on the enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution
• Partner with team leaders to drive engagement and adoption of the platform to promote retention and loyalty
• Ensure a plan is in place for each customer, to address change management, engagement and adoption
• Coach customers to be product experts, creating awareness about new and existing features/functionalities that can fulfill their specific business needs
• Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention
• Identify customer churn risk and work with an extended relevant team to create and execute on "get well" plans, proactively working towards eliminating that risk
• Partner with team leadership to represent voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth
• Manage the renewal process and identify upsell and cross-sell opportunities

• Minimum 5 years professional solution/enterprise software selling and/or customer success management experience in technology sales
• Preferred knowledge of the Enterprise Learning & Development space including learning technology
• Strong communicator who listens and empathizes with the audience
• Thinking and always presenting in terms of business values
• Tech-Savvy; capable of getting comfortable with LXP features in a blink of an eye and not afraid of performing demos if required
• Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations