Senior Customer Success Manager

The role

The Senior Customer Success Manager ensures high levels of customer satisfaction for key accounts through relationship building and problem solving. This person will drive enterprise L&D programs and map product value of native AI features to learning programs.

What you will do

• Play an advisory role in guiding customers in program health for their L&D programs.
• Own and lead structured health checks and lead cross-functional teams on customer-facing Executive Business Reviews.
• Maintain and update customer health metrics in CRM tools.
• Develop and nurture strong stakeholder relationships with customers.
• Collaborate with Product, Marketing, Support, and Sales to ensure a seamless customer experience.
• Develop and maintain Account Action Plans to ensure overall stability and risk management.
• Monitor client insights dashboards to uncover areas for improvement.
• Surface potential areas for account expansion.
• Position Intellum roadmap and new releases as mechanisms to achieve business outcomes.
• Serve as the voice of the customer internally.

Required qualifications

• 5-10+ years of work experience in L&D, Enablement, Account Management, Management Consulting, or Customer Success
• Deep exposure to L&D with a point of view on enterprise learning programs.
• Experience with SaaS, LMS, CMS, and/or software development management
• Demonstrable success in building stakeholder relationships
• Bachelor’s degree in a related field or equivalent experience

Nice to have

• LMS preferred
• Familiarity with CRM, Project Management, and Software development tools (Salesforce, Atlassian products, Asana, Zendesk)
• Proficient in Google Suite and Mac OS

Benefits

• Medical - 100% of employee premiums for selected individual plans
• Dental - 100% of employee premiums covered
• Vision - 100% of employee premiums covered
• LinkedIn Learning
• 401(k) plus matching (US Based Only)
• Flexible PTO
• Calm subscription
• Annual Company Retreat

About the company

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. They are a remote first company.