Sr Customer Success Manager

Skillsoft; Australia; In loco; AUD 120.000 - 170.000; Tempo pieno

Descrizione del lavoro

Skillsoft is seeking a Senior Customer Success Manager to partner with enterprise leaders, translating business priorities into measurable success strategies. You will own adoption, value realization, renewal readiness, and expansion across a strategic portfolio, collaborating with sales, services, and product teams to deliver a superior customer experience.

The role emphasizes executive engagement, growth planning, and cross-functional orchestration in an AI-enabled, skills-based environment.

Competenze

• 8+ years in customer success, account management, or related roles in enterprise software or HR tech.
• Experience managing 30+ enterprise customers with up to 7m book of business.
• Experience advising senior leaders on learning, talent, or business transformation priorities.
• Strong understanding of digital learning, skills development, and workforce strategy.

Mansioni

• Act as strategic advisor to executive sponsors, aligning priorities to business outcomes.
• Build trusted relationships and translate insights into strategic recommendations.
• Own customer success plans with goals, milestones, and review cadences.
• Drive adoption, value realization, retention, and expansion across enterprise customers.

Conoscenze

Customer Success

Account management

Executive engagement

Data-driven value realization

Cross-functional collaboration

Commercial acumen

Formazione

Bachelor's degree in business or related field

Strumenti

Salesforce CRM

ChurnZero

Descrizione del lavoro

At Skillsoft, we believe skills fuel growth.Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.

Senior Customer Success Manager

Skillsoft is seeking a Senior Customer Success Manager (CSM) to work with our customers to translate business and workforce priorities into a clear success strategy. The role combines executive engagement, skills and workforce strategy, data-led value realization, commercial acumen, and cross-functional orchestration in an increasingly AI-enabled and skills-based world.

In this role, the CSM will have the opportunity to serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize the value of 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 opportunities for long‑term growth.

The successful candidate will own the customer success plan across onboarding, adoption, value realization, expansion readiness, and renewal, while partnering closely with Sales, Professional Services, Product and internal specialists to deliver a coordinated customer experience.

Key Responsibilities

Strategic Customer Leadership

• Act as a strategic advisor to learning, talent, HR, and business leaders, aligning skills development and workforce transformation priorities to measurable business outcomes.
• Build trusted relationships across customer organizations, including with executive sponsors, and translate platform, engagement, and skills insights into relevant strategic recommendations.
• Create and maintain customer success plans with clear goals, milestones, success measures, owners, and review cadences.
• Partner with customers to shape skills-based workforce strategies using Skillsoft’s learning, coaching, skills intelligence, and related capabilities to address priority capability gaps.

Value realization & business outcomes

• Guide customers through implementation, launch, promotion, adoption, and ongoing optimization of their learning and skilling programs.
• Guide and manage customers through platform evolution, AI-powered experiences, and program or operating-model change by establishing adoption strategies, stakeholder engagement plans, and success measures.
• Analyze engagement, adoption, skills, and outcome data to identify trends, produce actionable insights, and demonstrate value to operational and executive stakeholders.
• Oversee outcome-focused business reviews that assess progress against the customer’s strategy, key performance measures, risks, opportunities, and next priorities.
• Articulate Skillsoft’s value proposition and connect learning and skills development to organizational transformation, business growth, workforce readiness, and competitive differentiation.

Retention, growth, and account health

• Own customer health and success across the assigned portfolio, proactively identifying adoption barriers, risk signals, and potential churn and coordinating timely mitigation plans.
• Drive retention and expansion readiness by understanding customer priorities, maturity, outcomes, and evolving business needs.
• Proactively identify white-space and growth opportunities and partner with the Account Executive on account strategy, timing, readiness, value, renewal, and expansion motions.
• Maintain accurate and timely customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in the designated systems.

Cross-functional orchestration and customer advocacy

• Serve as the customer advocate and orchestrator across Sales, Solutions, Product, Professional Services, Support, and other internal teams to drive coordinated execution and customer outcomes.
• Lead or facilitate resolution of customer issues and concerns, ensuring clear ownership, communication, and follow-through with both customer and internal stakeholders.
• Capture and communicate customer feedback, market insight, and content or product needs to the appropriate Skillsoft teams to inform prioritization and repeatable customer-success practices.
• Stay current on digital learning, skills, AI, technology, and workforce trends, and apply relevant insights in customer conversations.

Required Skills and Qualifications

• 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services, in enterprise software, digital learning, talent, or HR technology with a Bachelor’s degree in business, education, or a related field, or equivalent professional experience.
• Experience managing a high-volume portfolio of 30+ enterprise customers \ up to $ 7m book of business within an assigned territory.
• Demonstrated 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 that balance data with responsive, independent, and solution-focused action.
• Ability to adapt to changing customer strategies, platform capabilities, team relationships, and organizational priorities.

Preferred Skills and Experience

• Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms.
• Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development.
• Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook.
• Experience working across distributed teams and engaging customers and internal stakeholders across ANZ.

Success in this role

Success will be demonstrated through measurable customer outcomes, sustained adoption, strong executive sponsorship, proactive risk management, high-quality renewal readiness, and well-qualified growth opportunities developed in partnership with Sales.

Our Values

We are passionately committed to leadership, learning, and success. We embrace every opportunity to serve our customers and each other as: one team, open and respectful, curious, and agile.

MORE ABOUT SKILLSOFT:

Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce - humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, and supports a global community of more than 105 million learners. Learn more at skillsoft.com .

Thank you for taking the time to learn more about us.

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

About Skillsoft

Skillsoft (NYSE: SKIL) delivers transformative learning experiences that propel organizations and people to grow together. The Company partners with enterprise organizations and serves a global community of learners to prepare today’s employees for tomorrow’s economy. With Skillsoft, customers gain access to blended, multimodal learning experiences that do more than build skills, they grow a more capable, adaptive, and engaged workforce. Through a portfolio of best-in-class content, a platform that is personalized and connected to customer needs, world-class tech and a broad ecosystem of partners, Skillsoft drives continuous growth and performance for employees and their organizations by overcoming critical skill gaps and unlocking human potential. Learn more at www.skillsoft.com