As a Customer Success Manager, you will play a crucial role in building and nurturing customer relationships. You will be responsible for engaging with new and existing customers post-sales, ensuring the Learning Experience Platform (LXP) is launched successfully, driving user adoption, satisfaction and ultimately retention. Creative, energetic and self-driven, you understand the customers and their needs and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and communicating it to the users.

In this role you will…

Manage all customer engagement activities, with a focus on the enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution Partner with team leaders to drive engagement and adoption of the platform to promote retention and loyalty Ensure a plan is in place for each customer, to address change management, engagement and adoption Coach customers to be product experts, creating awareness about new and existing features/functionalities that can fulfill their specific business needs Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention Identify customer churn risk and work with an extended relevant team to create and execute on “get well” plans, proactively working towards eliminating that risk Partner with team leadership to represent voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth Manage the renewal process and identify upsell and cross-sell opportunities

You’ve got what it takes if you have...

Minimum 2 years professional solution/enterprise software selling and/or customer success management experience in technology sales Preferred knowledge of the Enterprise Learning & Development space including learning technology Strong communicator who listens and empathizes with the audience Thinking and always presenting in terms of business values Tech-Savvy; capable of getting comfortable with LXP features in a blink of an eye and not afraid of performing demos if required Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations