Customer Success Manager

Skillsoft; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Job summary

Skillsoft is seeking a Customer Success Manager to partner with strategic customers, guiding onboarding, adoption, expansion, and renewal. You will work closely with customers’ learning leaders to ensure desired outcomes and collaborate with Skillsoft account executives to maximize value across the portfolio.

The role emphasizes building trusted advisory relationships, driving retention and growth, and aligning learning strategies with business goals in a remote, Eastern Time Zone environment.

Qualifications

• 5+ years of professional Customer Success, Sales or Professional services experience with a Bachelor's Degree in business, education, or related field; or equivalent experience
• Training or consulting experience with account management responsibility
• Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers

Responsibilities

• Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Learning Strategy Framework and other tools and resources
• Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating the digital learning program
• Drive retention and growth among customers by understanding their business needs and helping them succeed by achieving targeted activity and renewal goals on a monthly, quarterly, and annual basis
• Provide mastery and articulation of the Skillsoft value proposition, value drivers for learning and skills development, and strategic importance of people development to organizational transformation, growth initiatives, and competitive differentiation
• Guide customers to develop and enhance their talent and learning program by applying relevant tools and resources
• Maintain a cadence of communicating with customers about their adoption and usage, trends overall, and mining opportunities for deeper engagement
• Conduct business review meetings with customers to understand their business needs, review skilling strategy, discuss performance measures, assess key trends and ensure value realization, as well as analyze white space and identify up-sell and cross-sell opportunities
• Collaborate with Account Team to identify white space to ensure expansion and renewal
• Take proactive steps to mitigate potential issues that can impede the success of the program and manage and facilitate the resolution of customer issues and concerns. (internal & external) and respond to activities and create follow up tasks in a timely manner
• Stay current on new technology trends and make recommendations to Skillsoft development on customer content needs
• Monitor and document account health and identify and mitigate risk and churn within your assigned accounts

Skills

Customer Success

Sales experience

Consulting

Account management

Digital learning

Education

Bachelor's degree in business/education/related field

Tools

Salesforce CRM

Churn Zero

Excel

PowerPoint

Job description

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.

Skillsoft is seeking an experienced Customer Success Manager who has a passion for digital learning to enable organizations to reskill and upskill their employees, to manage a portfolio of strategic customers and are responsible for customer retention and satisfaction.

As a Customer Success Manager, you will have the opportunity to work closely with the customer’s learning leader(s) after the purchase of Skillsoft solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. In this role, the Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. The Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates.

Remote - Eastern Time Zone

Responsibilities:

• Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Learning Strategy Framework and other tools and resources
• Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating the digital learning program
• Drive retention and growth among customers by understanding their business needs and helping them succeed by achieving targeted activity and renewal goals on a monthly, quarterly, and annual basis
• Provide mastery and articulation of the Skillsoft value proposition, value drivers for learning and skills development, and strategic importance of people development to organizational transformation, growth initiatives, and competitive differentiation
• Guide customers to develop and enhance their talent and learning program by applying relevant tools and resources
• Maintain a cadence of communicating with customers about their adoption and usage, trends overall, and mining opportunities for deeper engagement
• Conduct business review meetings with customers to understand their business needs, review skilling strategy, discuss performance measures, assess key trends and ensure value realization, as well as analyze white space and identify up-sell and cross-sell opportunities
• Collaborate with Account Team to identify white space to ensure expansion and renewal
• Take proactive steps to mitigate potential issues that can impede the success of the program and manage and facilitate the resolution of customer issues and concerns. (internal & external) and respond to activities and create follow up tasks in a timely manner
• Stay current on new technology trends and make recommendations to Skillsoft development on customer content needs
• Monitor and document account health and identify and mitigate risk and churn within your assigned accounts

Skills Requirements

• 5+ years of professional Customer Success, Sales or Professional services experience with a Bachelor's Degree in business, education, or related field; or equivalent experience
• Training or consulting experience with account management responsibility
• Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers

Qualification Requirements

• Experience supporting customers in a specified account territory
• Solid understanding of business and leadership skills, skills taxonomy and competency development with their relevance to the organization's talent and learning needs
• Good conceptual knowledge of current Technology and Developer Skills. Keeps up to date on new technology trends and may makerecommendations to Skillsoft content team on customer content needs
• Capability to engage in discussions with C-level executives and senior leaders within your accounts with the ability to build relationships at many levels across customer teams
• Experience in analyzing data, visualizing success, and demonstrating value, as well as possess critical thinking, problem solving and decision‑making skills that balance data analysis with responsiveness for creative, independent, solution‑focused action
• Effective project management and organizational skills, specifically managing a high-volume customerbase
• Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction

Preferred Skills & Experience

• Experience using Salesforce CRM and Churn Zero
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook

Target base salary range for this job requisition is anticipated to be approximately $80,000 - $90,000 annualized with average on target earnings includingcommissions of approximately $100,000 - $110,000 annually.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off

The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.

Skillsoft uses AI-enabled tools to screen applications. Recruitment and hiring decisions are made by Skillsoft personnel and are not based solely on automated processing.

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 .

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.

Additional Information

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Race

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Skillsoft’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Skillsoft’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Skillsoft has my consent to collect, store, and process my data for the purpose of considering me for employment, and for up to 365 days thereafter.

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