We are recruiting on behalf of our client.
Are you an experienced CSM who has experience within the eLearning or LMS learning solutions space?
Have you managed and expanded a book of business within the enterprise client space?
Even better...have you had to "hustle" to make small deals bigger? We are talking account expansion from small (sub $100k) baselines.
Are you good on your feet, and a relationship builder who can find champions within your accounts to go and sell your solutions internally?
Do you want to be part of a growth journey?
So far so good?
Our client stands at the forefront of revolutionizing corporate learning and development with its innovative SaaS microlearning platform. They wish to appoint a Customer Success Manager in the US. The CSM will own and grow a portfolio of big/well known logos who should be spending more, much more!
As the customer base and average deal size continue to grow, the business is investing in Customer Success as a strategic growth function. We're looking for someone who treats a portfolio of customers like a business, builds long-term account strategies, develops executive relationships, and drives retention and expansion through disciplined account management.
This role is responsible for the long-term success of strategic customers, working closely with Sales, Product, and Implementation to maximize adoption, retention, and expansion.
Role Overview
Reporting into the US based Head of Customer Success, this is a crucial role for the business in its quest to improve client adoption/engagement, secure renewals and crucially, develop and expand the major and most strategic accounts.
What you'll do
Own the long-term success of your customer portfolio, including adoption, retention, renewals, and expansion.
Work on 30-50 accounts - which all have low-ARR numbers at present - and expand them.
Build trusted relationships with champions, executives, budget owners, and other key stakeholders across customer organizations.
Drive multi-threading by expanding relationships beyond a single champion and reducing organizational risk.
Develop strategic account plans that identify growth opportunities, expansion paths, and long-term success initiatives.
Partner closely with Sales to generate expansion pipeline, identify new use cases, and support larger commercial opportunities. Sales owns discovery, commercial negotiations, and closing, while you create the conditions for successful expansion.
Independently manage smaller expansion opportunities when appropriate.
Own renewals across your portfolio, including multi-year agreements, contract consolidation, and co-terming.
Partner closely with the Implementation team during onboarding to ensure successful customer launches and a seamless transition into long-term ownership.
Lead Executive Business Reviews and strategic planning sessions focused on customer outcomes and business impact.
Monitor customer health, product adoption, and business outcomes to proactively reduce churn risk.
Partner with Product by bringing structured customer insights, identifying recurring themes, and influencing roadmap priorities.
Use customer data, health metrics, and business KPIs to prioritize work and improve Net Revenue Retention.
Success in this role
You'll be responsible for turning existing customers into long-term strategic partners by:
Increasing Net Revenue Retention and Gross Revenue Retention.
Growing expansion pipeline and expansion ARR.
Building strong executive relationships across your customer portfolio.
Successfully executing multi-threading within customer organizations.
Increasing customer adoption and long-term product usage.
Owning each account with a long-term growth mindset, continuously identifying opportunities to deepen adoption, expand into new teams, and increase strategic value for the customer.
Becoming a trusted advisor who understands each customer's business goals and helps them maximize the value of our solution.
We're looking for someone who
Has 7+ years of Customer Success experience in B2B SaaS with a proven track record managing strategic and enterprise customers.
You must have experience in serving HR and L&D teams within your client prortfolio. In short, you will ideally have worked for an eLearning or LMS related solutions firm before.
Has consistently driven customer retention, renewals, and expansion within existing accounts.
Has managed and developed accounts which are smaller but have huge potential to become $250k or $500k or more in revenues.
Thinks strategically and builds long-term account plans rather than simply responding to customer requests.
Is comfortable working with stakeholders at all levels (not necessariiy the most senior) and navigating complex buying organizations.
Has experience partnering closely with Sales to drive account growth.
Uses data, customer health metrics, and business KPIs to make decisions and prioritize work.
Is proactive, highly organized, and comfortable managing a complex portfolio independently.
Brings strong commercial instincts, excellent communication skills, and a growth mindset.
This is a fully remote role based in the US.
Salary budget circa $100k - $110k plus excellent commissions (the growth potential is huge)