Sr. Customer Success Manager
Posted on 2/9/2024
INACTIVE
Skilljar

51-200 employees

Enterprise customer training platform
Company Overview
Skilljar's mission is to help companies around the world transform their customers into product experts and evangelists. Skilljar helps customer education teams map the path to product adoption and advocates who understand that education is an ongoing process that drives customer retention and growth.
B2B

Company Stage

Series B

Total Funding

$53.2M

Founded

2013

Headquarters

Seattle, Washington

Growth & Insights
Headcount

6 month growth

-26%

1 year growth

-27%

2 year growth

-22%
Locations
Wisconsin, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
CategoriesNew
Customer Success & Support
Customer Success
Sales & Account Management
Customer Success Management
Strategic Account Management
Requirements
  • 8+ years in a customer success or account management role
  • Experience managing enterprise accounts
  • 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
  • US work authorization and criminal background check are required
Responsibilities
  • Proactively lead customer relationships throughout the entire customer lifecycle
  • Develop a deep understanding of each customer’s business goals and use cases to achieve their short and long term business goals
  • 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
  • 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, contribute to agile prioritization through Skilljar’s product development process, and provide ongoing recommendations
  • 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