Customer Success Manager at Skillsoft

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. If this opportunity intrigues you, we would love for you to apply! 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.

Requirements

Must-haves

Remote - Eastern Time Zone
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
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
Collaborate with Account Team to identify white space to ensure expansion and renewal
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
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
Experience using Salesforce CRM and Churn Zero
Advanced Excel and PowerPoint skills and proficient in Word and Outlook

Nice-to-haves

Preferred Skills & Experience

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

Paid Time Off