Senior Customer Success Manager, Skilljar

• 8+ years in a customer success or account management role, preferably in an enterprise SaaS environment
• Experience managing enterprise accounts
• Proven track record of interacting with and driving projects at C-level, VP, and Director client levels, collaborating with customers, and setting and managing expectations
• Highly organized with outstanding interpersonal skills
• Ability to communicate effectively via phone, web conference, and in writing
• Understanding of enterprise level information systems (ERP, CRM, etc)
• Ability to thrive in a highly ambiguous environment. Startup experience is a major plus
• Bachelor’s degree in a related field or equivalent years of relevant experience required

• Skilljar is seeking a Customer Success Manager, Enterprise, to join our growing CS team!
• The Customer Success team at Skilljar strives to create the best customer experience possible
• We go above and beyond to help our customers achieve their key business outcomes
• In this role, you will use your exceptional customer success skills to cultivate positive relationships in order to ensure clients achieve their business goals
• We’re looking for a motivated, self-starter who enjoys wearing multiple hats and thrives in a dynamic environment
• This individual will be working directly with our enterprise and strategic accounts to enable them to successfully adopt Skilljar to achieve business goals
• This is a phenomenal opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster!
• Proactively lead customer relationships throughout the entire customer lifecycle following launch hand-off
• Develop a deep understanding of each customer’s business goals, initiatives, and use cases to achieve their short and long term business goals based on their unique use cases. If the customer is not achieving their key objectives, you diagnose root causes and recommend corrective actions
• Lead Quarterly Business Reviews to strategize on upcoming initiatives, provide guidance on program strategy, and review training metrics that align with business value and impact
• Develop and lead strategic plans and analyzing business information to create sophisticated Success Plans for strategic accounts, develop and streamline operational Playbooks and processes, assist in the development of developing best-practice training for our CS team
• Identify appropriate stakeholders. Establish and own the executive relationship and drive connections with all key collaborators within an account
• Identify new expansion opportunities through customer engagements. Partner with a dedicated Account Manager to provide access to customer status and insight into expansion opportunities
• Collect customer product requests and contribute to agile prioritization through Skilljar’s product development process to ensure success
• Provide ongoing recommendations and serve as the voice of the customer to internal teams
• Log, monitor and report on the health/risk of each customer. Develop and complete risk mitigation plan for escalated accounts
• Partner with internal support team to ensure all customer-facing support and service issues are resolved

• Comprehensive Medical Coverage - Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance, and covers 50% of premiums for dependents on our insurance plans
• Flexible Time Off
• 401K Savings Plan
• Stock Options
• Employee Assistance Program
• Inclusive Culture - We are intentional about creating a culture that is fun and inclusive. Join us for Fun Committee events, trivia nights, Bingo, and more!
• Home Office Reimbursement

Total funding: $53.1m

Customer retention is vital for business, yet it is not abnormal to have a somewhat high customer loss rate. Oftentimes, the pain points causing clients to abandon providers are entirely preventable through heightened support - this is where Skilljar comes in.