Customer Success Manager @ Articulate

Customer Success Manager

Posted on 12/10/2022

INACTIVE

Locations

Remote • United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Communications

Requirements

5+ years experience working in a customer-facing role
Strong understanding of customer success
A customer-centric mindset and ability to continuously connect their business pains to specific product benefits and value propositions
Natural curiosity, with excellent critical-thinking skills
Resiliency, adaptability, and experience thriving in a fast-paced environment
Ability to work independently and as part of a collaborative team
Excellent verbal, written communication and presentation skills

Responsibilities

Execute customer success plans
Ensure a seamless customer experience throughout the entire customer life cycle - from onboarding, through engagement and renewal
Lead with a customer mindset and continuously connect their key business pains to specific product benefits and value propositions
Partner with a sales counterpart to identify upsell and cross-sell opportunities, develop effective outreach strategies, and assist in converting those opportunities
Meet key performance indicators around churn, customer satisfaction, renewal, and account expansion
Be the voice of the customer internally to resolve customer challenges
Work closely with leadership to identify areas for improvement within the customer success program and team operations
Participate in ongoing training and resource development
Participate in special projects and additional responsibilities as needed

We’re looking for an experienced customer success pro to join our Articulate 360 team. Our Customer Success Team works with customers post-sale to ensure they get continued value from their investment in Articulate 360.

The Customer Success Manager (CSM) will build & expand relationships with customers in our Mid Market segment. The CSM will be responsible for onboarding, driving product adoption and satisfaction, securing renewals, and expanding our footprint within these accounts.

To succeed in this role, you must have a deep understanding of our customers and be an expert in messaging and positioning to communicate the value of Articulate 360.

What you’ll do

Execute customer success plans.
Ensure a seamless customer experience throughout the entire customer life cycle - from onboarding, through engagement and renewal.
Lead with a customer mindset and continuously connect their key business pains to specific product benefits and value propositions.
Partner with a sales counterpart to identify upsell and cross-sell opportunities, develop effective outreach strategies, and assist in converting those opportunities.
Meet key performance indicators around churn, customer satisfaction, renewal, and account expansion.
Be the voice of the customer internally to resolve customer challenges.
Work closely with leadership to identify areas for improvement within the customer success program and team operations.
Participate in ongoing training and resource development.
Participate in special projects and additional responsibilities as needed.

What you should have

5+ years experience working in a customer-facing role.
Strong understanding of customer success.
A customer-centric mindset and ability to continuously connect their business pains to specific product benefits and value propositions.
Natural curiosity, with excellent critical-thinking skills.
Resiliency, adaptability, and experience thriving in a fast-paced environment.
Ability to work independently and as part of a collaborative team.
Excellent verbal, written communication and presentation skills.

About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002 and led by CEO Lucy Suros, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective.

Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2020 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.

Articulate welcomes different voices and viewpoints and does not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, native language, pregnancy status, physical size, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.

(For information about Articulate’s privacy practices, please view our Privacy Notice)

201-500 employees

Website

Company Overview

Articulate Labs develops wearable devices that augment movement with electrical stimulation to turn everyday activity into on-the-go rehab.

Benefits

Student debt repayment
401(k) savings
Supplemental insurance
Mental health sessions
Health savings account (HSA)
Life coaching
Flexible PTO
Fully remote
Well-being benefit
Medical insurance
Baby bonding leave
Child care assistance
Tuition reimbursement
Transgender benefit
Company matching donations
Abortion travel assistance
Service sabbatical
Cash for Change

Company Core Values

We are all human: We come to work with our unique histories, our vulnerabilities, and the social location we inhabit based on things like race, gender, sexual orientation, ethnicity, and religion.
We are all connected: Healing and improving ourselves and our relationships with one another reverberates throughout our teams, society, and the world.
We are all works-in-progress: We seek to learn and evolve as humans, teammates, and members of society.
We are responsible: We are both autonomous individuals and members of a team, working together to grow and succeed.
We are focused on results and strive to make a positive impact in the world: We value work at Articulate that has purpose, meaning, and impact.
We are called to create an equitable, sustainable, and empowering workplace: We strive to be the brightest corner of the universe, where everyone feels empowered, valued, and safe to be their whole selves at work.