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 seeks an experienced Customer Success Manager to partner with learning leaders, driving onboarding, adoption, expansion and renewal for a portfolio of strategic customers.

You will establish value, manage renewal risk, and collaborate with account teams to identify growth opportunities while aligning customer outcomes with Skillsoft content and platform offerings. This remote role is aligned to the Eastern Time Zone.

Qualifications

• Experience supporting customers in a specified account territory.
• Strong business and leadership skills, skills taxonomy, and competency development relevance.
• Knowledge of current technology trends and developer skills; keeps content needs in view.
• Ability to engage with C-level executives and leaders across accounts.
• Experience analyzing data, visualizing success, and demonstrating value.
• Effective project management and ability to handle a high-volume customer base.
• Adaptability to changing customer strategy and organizational direction.

Responsibilities

• Provide guidance to customers on Skillsoft content, platform, and services.
• Establish trusted strategic advisor relationship and drive ongoing value.
• Consult during onboarding, adoption, launch, promotion, and renewal.
• Drive retention and growth by understanding business needs and renewal goals.
• Articulate the Skillsoft value proposition and its impact on learning and development.
• Guide customers to enhance their talent and learning programs with relevant tools.
• Maintain cadence of adoption updates, usage trends, and upsell opportunities.
• Conduct business reviews to assess needs, skilling strategy, and value realization.
• Collaborate with Account Team to identify white space for expansion/renewal.
• Mitigate risks, resolve issues, and track follow-up actions with speed.
• Stay current on technology trends and advise on customer content needs.
• Monitor account health and address churn risks proactively.

Skills

Customer Success

Account management

Digital learning

Education

Bachelor's degree in business or related field

Tools

Salesforce CRM

Churn Zero

Excel

PowerPoint

Word

Outlook

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 make recommendations 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 customer base
• 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 including commissions 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.

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.