Customer Success Manager, Scale

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Requirements:

• 4+ years of relevant work experience in Customer Success, Scale, Education, Learning & Development, etc.
• Experience in project management, onboarding, developing training materials, and expertise in learning tools and platforms.
• Excellent writing, editing, and proofreading skills.
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications.
• Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates.
• Thrive in a fast-paced environment and enjoy building processes from the ground up.

Responsibilities:

• Collaborate with scale customers through their customer journey, including customizing the experience according to their use cases and requirements.
• Develop strategies for successful onboarding and enablement - balancing scalable, self-serve style training with 1:1 style implementation workshops
• Design, develop, and publish training content (including courses, curriculum, guides, docs, and videos) that ensure successful customer onboarding, adoption and evangelism, and deepen Common Room proficiency.
• Create outreach campaigns that drive customer value and adoption
• Lead live learning events, including office hours, webinars, and new customer trainings.
• Evaluate and measure campaign effectiveness and the success of adoption and learning initiatives.
• Build and maintain strong working relationships with product to ensure onboarding and training content is up-to-date with the latest feature releases and relevant to customer needs.
• Build and maintain strong working relationships with Marketing to promote and distribute training content to the right audience.