Senior Customer Success Manager
New
J
JobgetherDigital learning
Workplace type: Remote; based in Australia.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- At least eight years of experience in Customer Success, account management, consulting, Sales, or Professional Services
- Required Skills
- Data AnalysisMicrosoft ExcelCustomer SuccessPowerPoint
Requirements
- At least eight years of experience in Customer Success, account management, consulting, Sales, or Professional Services.
- Proven experience managing a portfolio of 30 or more enterprise customers and a book of business of up to USD 7 million.
- Experience advising senior leaders and executive sponsors on learning strategies, workforce upskilling, talent development, and business transformation.
- Strong understanding of digital learning solutions, learning and development strategy, talent management, skills taxonomies, competency frameworks, and workforce capability development.
- Ability to interpret customer engagement, adoption, skills, and business performance data and turn findings into recommendations and value narratives.
- Experience identifying growth opportunities, supporting renewals, strengthening retention, and contributing to account expansion.
- Strong executive communication, consulting, presentation, facilitation, negotiation, and stakeholder management skills.
- Ability to coordinate multiple initiatives and competing priorities across a diverse customer portfolio.
- Strong critical thinking, judgment, and problem-solving skills, with adaptability to evolving customer and platform needs.
- Familiarity with Salesforce CRM and ChurnZero or equivalent customer success platforms is an advantage.
- Working knowledge of current AI trends, technology and developer skills, and their implications for workforce development.
- Advanced proficiency in PowerPoint and Excel, with working knowledge of Word and Outlook.
- Experience working with distributed teams and customers and stakeholders across Australia, New Zealand, and the broader ANZ region.
- A bachelor's degree in business, education, or a related field is preferred, or equivalent professional experience.
Responsibilities
- Act as a trusted advisor to enterprise learning, talent, HR, and business executives, aligning workforce development and skills strategies with organizational priorities.
- Develop and maintain customer success plans with objectives, milestones, performance indicators, responsibilities, and review schedules.
- Help customers implement skills-based workforce strategies using digital learning, coaching, and skills intelligence solutions.
- Guide implementation, launch, promotion, adoption, and ongoing optimization of learning and skills development programs.
- Analyze engagement, adoption, skills, and business outcome data, and lead strategic business reviews with actionable recommendations.
- Monitor satisfaction, adoption, and account health across a portfolio of at least 30 enterprise customers, identifying churn risks and coordinating mitigation.
- Partner with Account Executives on expansion opportunities, renewal planning, and account strategies.
- Coordinate customer success activities across Sales, Solutions, Product, Professional Services, and Support.
- Lead or facilitate resolution of customer concerns and represent customer needs internally.
- Maintain records of success plans, account health, risks, opportunities, outcomes, and follow-up actions in customer management systems.
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