Customer Success Manager (Remote)

QA North America; New York (NY); Remote; USD 75,000 - 115,000; Full time

Job summary

Join a rapidly growing, innovative company that specializes in tech-enabled learning solutions. As a Customer Success Manager, you will own strategic client accounts, ensuring satisfaction and driving engagement. This role involves developing tailored success strategies, managing relationships with key stakeholders, and demonstrating value through data-driven insights. You will work closely with Fortune 500 clients, making a significant impact on their transformation efforts. If you're passionate about learning and technology, this is an exciting opportunity to grow in a dynamic environment.

Benefits

4 weeks vacation

401k match

Medical, dental, vision insurance

Cell reimbursement

$200 equipment stipend

Pre-tax commuter benefits

Qualifications

• Proven track record in user onboarding and revenue retention.
• Experience in consultative selling and developing success plans.

Responsibilities

• Facilitate effective onboarding and training for new users.
• Develop customer success strategies tailored to client needs.

Skills

Proactive Value Management

Consultative Selling

Business Case Creation

Renewal Negotiations

Expansion Lead Qualification

Analytical Skills

Education

Bachelor's Degree

Vendor Certifications

Tools

Cloud Platforms

Cyber Security Knowledge

IT Service Management

DevOps

E-Commerce Knowledge

Job description

Join to apply for the Customer Success Manager (Remote) role at QA North America

Location:

Preference for metro areas of New York, Boston, Austin, Chicago, Raleigh

Who We Are

QA Group is a high-growth, high-value company serving the skills and talent needs of the Fortune 500, helping them transform through a tech-enabled approach to developing their people and skills for real business outcomes. As a CVC Capital Partners operating company, QA includes sub-brands like Cloud Academy and Circus Street.

• QA Experts in technology talent and training services. Helping individuals and businesses win in the digital revolution.
• Cloud Academy: Technology platform and provider of cloud and specialist technology training with a library of over 40,000 hours of content.
• Circus Street: Global provider of commercial skills including e-commerce, data analytics and digital marketing skills to businesses.

With a $350 million ARR and 40% year-on-year growth, QA is a household name for learning and e-learning in the UK and Europe, while the US team operates like a start-up within the larger business on the back of the Cloud Academy and Circus Street acquisitions.

Global Employees: 4,500

US Employees: 80

Funding Stage & Investors: Private Equity-backed by CVC Capital Partners

Role Overview:

You will be the main owner of strategic client accounts responsible for developing strong multi-threaded relationships, platform adoption & learning content consumption, customer satisfaction, revenue retention, and growth via expansion leads and advocacy initiatives.

You will be responsible for setting up curriculums and programs with these clients, so need to have a curiosity and interest in our content, product offerings and how these solve for client needs. You should be able to define and communicate clients’ digital skills gaps and training goals and act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide.

You will also need to demonstrate that you can lead on program design to ensure high engagement rates of our products and content, to drive value and success. You will need to demonstrate an analytical and creative mindset to finding solutions that drive success and high engagement rates across our client base.

The CSM will embed themselves in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI. You will carry a portfolio of 20-30 customers.

Key Responsibilities:

• Client Onboarding & Training: Facilitate effective onboarding and training for new users.
• Customer Success Strategy: Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
• Learning Strategy: Define and communicate clients’ digital skills gaps and training goals. Set up curricula in partnership with the Go-to-Market Consultancy Team.
• Relationship Management: Build rapport and understand needs for all key stakeholders. Lead Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.
• Platform Adoption: Drive license activation and high engagement with our product and content.
• Value Management: Manage and demonstrate value for clients through data-driven storytelling and consultative selling.
• Revenue Retention & Renewals: Manage revenue retention and ensure high net and gross retention rates.
• Growth Strategy: Partner with Account Executives to identify and pursue expansion opportunities.
• Financial Management: Understand enterprise dynamics, budgeting cycles, procurement, forecast revenue, and address potential revenue churn.

Key Performance Indicators

• Gross Retention Rate (GRR)
• Net Retention Rate (NRR)
• Customer Success Qualified Leads (CSQL)
• Customer Retention
• Adoption Metrics
• Satisfaction & ROI Impact

Ideal Candidate Profile

• Experience: Proven track record in onboarding, driving user adoption, managing revenue retention and renewals, developing success plans, and managing growth opportunities.
• Skills: Strong in proactive value management, consultative selling, creating business cases for executives, renewal negotiations, and qualifying expansion leads. Must have gravitas and executive presence.
• Knowledge: Basic familiarity with Cloud Platform, Cyber Security, IT Service Management, DevOps, E-Commerce to engage with tech and marketing leaders about learning goals.
• Curiosity & Learning: Recent learning proof (vendor certs, courses). Analytical with a data-driven mindset.

Background

Preferred experience in EdTech (e.g., Udemy, Pluralsight), managing relationships in IT, Product, Engineering, Marketing, or Learning & Development. Experience at top tech companies or SaaS providers is a plus. Consulting or managed services experience is also valued.

Why Join Us?

• Be part of a rapidly growing, startup-like environment within a larger company.
• Work on cutting-edge tech-enabled learning solutions.
• Collaborate with Fortune 500 clients to drive outcomes.
• Make an impact on transformation efforts.

Compensation

• Final OTE depends on experience and market.
• 70% base / 30% variable, tiered payout based on retention targets.
• Opportunity to earn from expansion leads (uncapped).

Travel

• Visit customers monthly.

Employee Benefits

• 4 weeks vacation, increasing to 5 after 2 years.
• 12 US holidays.
• 401k match (3%, up to 4% after 2 years, no vesting).
• Medical, dental, vision insurance; basic plans paid by the company.
• FSAs, HSA, supplemental insurances.
• $30/month cell reimbursement.
• $200 equipment stipend every two years.
• Pre-tax commuter benefits for NYC-based employees.

Diversity & Inclusion

We are committed to equality and diversity, ensuring fair treatment and non-discrimination based on any protected class.