Senior Customer Success Manager - Remote

Overview

This is a 100% remote role with travel required to visit customers. The ideal candidates will be located in MST or PST. 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.

In Short

• Facilitate effective onboarding and training for new users.
• Develop and deploy customer success strategies tailored to client needs.
• Define and communicate clients’ digital skills gaps and training goals.
• Embed yourself as a strategic advisor to build rapport with key stakeholders.
• Drive license activation and high engagement with our product and content.
• Proactively manage and demonstrate value for our clients.
• Manage revenue retention and ensure high net and gross retention rates.
• Partner with Account Executives to identify and pursue expansion opportunities.
• Understand enterprise dynamics and budgeting cycles.

Requirements

• Proven track record in onboarding and driving user adoption.
• Strong in proactive value management and consultative selling.
• Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management.
• Demonstrable proof of recent learning (e.g., vendor certification).
• Preferred experience in the EdTech space.
• Experience managing customer relationships in IT, Product, Engineering, etc.
• Experience from top tech companies or SaaS providers.
• Consulting experience in software development or DevOps.
• Managed services experience with a media/marketing agency.

Benefits

• 4 weeks of vacation per year, increasing to 5 weeks after 2 years.
• 5 sick days and 2 volunteer days.
• 3 professional development days.
• 12 US holidays.
• 3% match on the 401k, increasing to 4% after two years.
• Medical, dental, and vision coverage.
• $30/month cell phone reimbursement.
• $200 equipment stipend every two years.
• Pre-tax commuter benefits for NYC office employees.