Senior Customer Success Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Customer Success Manager advising enterprise customers on Skillsoft’s AI-native learning and skills management solutions. Driving adoption, measurable outcomes, retention, renewals, and expansion.
Responsibilities:
- Translate business and workforce priorities into clear customer success strategies
- Serve as a strategic advisor to enterprise customers and help maximize Skillsoft’s workforce transformation and skills development solutions
- Partner with learning, talent, HR, and business leaders to accelerate adoption, deliver measurable outcomes, strengthen retention, and identify long-term growth opportunities
- Own customer success plans across onboarding, adoption, value realization, expansion readiness, and renewal
- Align skills development and workforce transformation priorities with measurable business outcomes
- Build trusted relationships with executive sponsors and translate platform, engagement, and skills insights into strategic recommendations
- Create and maintain customer success plans with goals, milestones, success measures, owners, and review cadences
- Guide implementation, launch, promotion, adoption, and optimization of learning and skilling programs
- Establish adoption strategies, stakeholder engagement plans, and success measures for platform evolution, AI-powered experiences, and operating-model changes
- Analyze engagement, adoption, skills, and outcome data to identify trends and demonstrate value
- Lead outcome-focused business reviews covering progress, risks, opportunities, and priorities
- Own customer health, identify adoption barriers and churn risks, and coordinate mitigation plans
- Drive retention and expansion readiness; identify white-space and growth opportunities with the Account Executive
- Maintain customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in designated systems
- Orchestrate coordinated execution across Sales, Solutions, Product, Professional Services, Support, and internal teams
- Lead resolution of customer issues and concerns
- Capture customer feedback and market insight to inform product and customer-success practices
- Stay current on digital learning, skills, AI, technology, and workforce trends
Requirements:
- 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services, in enterprise software, digital learning, talent, or HR technology
- Bachelor’s degree in business, education, or a related field, or equivalent professional experience
- Experience managing a high-volume portfolio of 30+ enterprise customers and up to $7m book of business within an assigned territory
- Experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation priorities
- Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development
- Ability to interpret engagement, adoption, skills, and business outcome data and turn it into a concise, compelling value story and practical recommendations
- Demonstrated commercial acumen, including identifying growth signals, influencing account strategy, and supporting retention and expansion outcomes
- Strong executive communication, consulting, facilitation, presentation, and relationship-management skills
- Effective project and stakeholder management, with the ability to prioritize across a complex customer portfolio and operate with clear follow-through
- Critical thinking, problem-solving, and decision-making skills
- Ability to adapt to changing customer strategies, platform capabilities, team relationships, and organizational priorities
- Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms preferred
- Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development preferred
- Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook preferred
- Experience working across distributed teams and engaging customers and internal stakeholders across ANZ preferred
Similar Jobs
Customer Success Manager
Customer Success Manager owning onboarding, retention, renewals, and expansion for Hypori’s secure-mobility cybersecurity SaaS customers. Partnering with Sales, Product, Engineering, and Support.
Agent Success Manager – Field Rep
Agent Success Manager building relationships with real estate agents for Homeward’s cash-buying and home-selling products. Driving referrals, repeat deal flow, and closed transactions through field sales.
Lead D365 CRM Consultant
Lead D365 CRM Consultant für WBS GRUPPEs Bildungs- und gemeinwohlorientierte Digitalplattform. Verantwortlich für Dynamics 365, CRM-Konzeption, Anforderungen und fachliche Führung des Anforderungsteams.
Associate Vice President – Strategic Accounts, Client Success
Strategic accounts leader guiding health system clients and teams. Optimizing ambulatory and home infusion programs for CarepathRx's enterprise partners.
Customer Success Manager
Customer Success Manager guiding hospitals through Glytec’s insulin and metabolic intelligence SaaS platform adoption. Managing clinical relationships, implementations, training, outcomes, renewals, and expansion.
Client Success Specialist
Client Success Specialist supporting IRA customers, advisors, and recordkeeping operations for IRALOGIX, a retirement-services fintech. Handling account transactions, platform guidance, compliance documentation, and client communications.
Event Success Manager
Event Success Manager guiding corporate and association clients through EventMobi’s event technology. Leading onboarding, event delivery, and customer success across professional events.
Bilingual Customer Success Agent – Spanish/English
Remote bilingual customer success agent supporting Freedom Mortgage’s call center operations. Handling loan inquiries, customer calls, and policy explanations in Spanish and English.
Senior Customer Success Manager
Senior Customer Success Manager owning strategic client relationships and digital marketing campaigns. Driving retention, ROI, and customer value for Wunderkind’s performance marketing platform.
Senior Customer Success Manager
Senior Customer Success Manager owning retention, renewals, and expansion for NetBox Labs’ network automation products. Guiding enterprise customers toward measurable value and adoption.
Customer Success Specialist
Customer Success Specialist building SaaS customer relationships and driving renewals, adoption, and revenue growth. Supporting Pagefreezer’s online archiving solutions for compliance and litigation.
Junior Customer Success Manager
Customer Success Manager onboarding small and medium-sized businesses onto mika’s AI-powered accounting platform. Supporting customers, improving workflows, and representing their feedback internally.
Customer Success Manager, Dutch/Swedish Speaking
Customer Success Manager helping Unit4 ERP customers achieve business outcomes and maximize cloud software value. Driving adoption, retention, and expansion through strategic customer engagements.
Client Success Director
Client Success Director managing strategic accounts for Clario’s regulated clinical technology platforms. Driving client retention, growth, service delivery, and commercial outcomes.
Director of Client Success – Revenue Cycle Management
Director managing hospital revenue-cycle client relationships for EnableComp’s specialty RCM technology platform. Driving retention, reporting, implementation success, ROI, and cross-sell growth.
Customer Success Manager
Customer Success Manager driving adoption of Buildots’ AI construction intelligence platform across Toronto construction projects. Onboarding users, training site teams, and feeding project insights into product development.
Customer Success Manager
Customer Success Manager driving adoption, measurable outcomes, renewals, and growth for Optivate’s ophthalmology healthcare software. Managing practice relationships across a U.S. remote portfolio.
Customer Success Manager
Customer Success Manager supporting LegalFiles customers using Onit’s AI-powered legal operations platform. Driving adoption, workflow optimization, and value realization for enterprise legal teams.
Customer Success Manager – Core
Salesforce Customer Success Manager guiding Brazilian enterprise customers’ technical adoption, health, and value realization. Coordinating Signature Success services, incident resolution, renewals, and expansion.
Strategic Customer Success Manager
Customer Success Manager managing manufacturing accounts for Rockwell Automation. Driving subscription adoption, renewals, executive reviews, and recurring-revenue expansion.