Senior Customer Success Manager, Strategic Accounts
New
Remote position open to candidates throughout the U.SFull-TimeSenior
Salary78,000 - 110,000 USD per year
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Job Details
- Languages
- English, Spanish
- Experience
- 5–7 years
- Required Skills
- Project ManagementCRMData analyticsCustomer SuccessSaaSGoogle Workspace
Requirements
- 5–7 years of experience in Customer Success, Strategic Account Management, Consulting, or related client-facing leadership roles.
- Experience in SaaS companies with services and specializing in EdTech, Workforce Development, or similar industries.
- Proven success managing large and complex customer accounts with strong results in retention, adoption, customer satisfaction, and account growth.
- Experience supporting employer partnerships, post-secondary and adult education institutions.
- Strong business acumen, with the ability to align customer goals to strategic solutions and measurable outcomes.
- Data-driven mindset with experience using analytics and reporting to guide customer strategy, improve engagement, and drive success.
- Strong project management, organizational, problem-solving, and negotiation skills.
- Excellent communication and relationship-building skills, with the ability to influence stakeholders at all levels.
- Experience collaborating cross-functionally with Sales, Product, Operations, Marketing, and Support teams.
- Hands-on experience with CRM tools, Google Workspace, Slack, and customer success or reporting tools.
- Fluency in English is required; Spanish fluency is strongly preferred.
Responsibilities
- Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success.
- Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals.
- Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one.
- Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies.
- Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience.
- Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance.
- Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities.
- Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness.
- Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references.
- Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes.
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