Customer Success Manager

The Customer Success Manager at Skillsoft has a passion for digital learning to enable organizations to reskill and upskill their employees.  They manage a portfolio of Mid-market customers and are responsible for customer retention and satisfaction.

The Customer Success Manager works 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. 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.

Basic Skills & Qualifications

• Bachelor's Degree in business, education, or related field; or equivalent experience.
• 4+ years Customer Success experience or equivalent (e.g., sales, professional services)
• 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
• Ability to successfully support an account territory with a portfolio of 30+ Mid-market customers

Preferred Skills & Qualifications

• 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.
• Demonstrated ability to build relationships at many levels across customer teams
• Experience in analyzing data, visualizing success, and demonstrating value
• Strong Consulting, listening and communication skills, demonstrated by the ability to establish influential relationships with diverse customers, including business owners
• Excellent facilitation and presentation skills for meetings and groups, both virtual and live, demonstrating the ability to guide individuals and groups, listen and question effectively.                                                     
• Excellent written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy.
• Effective project management and organizational skills, specifically managing a high-volume customer base
• Strong Critical thinking, problem solving and decision-making skills that balance data analysis with responsiveness for creative, independent, solution-focused action
• Excellent teamwork skills and the ability to act as a strategic partner to the customer and sales team.
• Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction
• Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility
• Experience using Salesforce CRM and Churn Zero
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook

Key Responsibilities

• 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.
• 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.
• Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s \Learning Strategy Framework and other tools and resources
• 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 satisfaction, 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.
• Analyze white space and identify up-sell and cross-sell opportunities.
• Collaborate with Account Team to identify white space to ensure expansion and renewal.
• Manage and facilitate the resolution of customer issues and concerns.  (internal & external).
• Keep current on new technology trends and makes recommendations to Skillsoft development on customer content needs.
• Monitor and document account health and identify and mitigate risk and churn within your assigned accounts.

Encouraged results (external: within 6 - 9 months)

• After completing our comprehensive onboarding program, we expect you to have gained expert product knowledge in Skillsoft content, learning design and technology as well as our Learning Strategy Framework.
• Actively ensure there is a Success Plan in place for your accounts and successfully apply and use strategic tools and resources (Strategic Implementation Process, Learning Maturity Framework, Impact Survey) to move client programs into higher maturity stages.
• Establish Governance Model for each customer, which defines our engagement cadence, to ensure we effectively manage the account.
• Complete the CSM Journey on Percipio
• Achieve or exceed Skillsoft’s defined Key Performance Indicators:
  • Meet or exceed quota (NRR)  
  • Churn Zero Account Health updated (weekly)  
  • Minimum of 2 Business Review meetings per year 
  • Minimum of 1 customer story per year 
  • Success Plan in place for every customer (updated at least quarterly) 

Target base salary range for this job requisition is anticipated to be approximately $83,000 - $103,000 annualized with average on target earnings including commissions of approximately $103,000 - $128,000 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.