Note: The job is a remote job and is open to candidates in USA. Springboard provides online education and workforce development programs in technology-related fields. The Customer Success Lead will own employer-partner relationships from implementation through renewal, manage program launches and account health, resolve operational issues, and identify expansion opportunities across enterprise accounts.
Responsibilities
- Lead intake and onboarding for new client engagements: define success metrics, align on logistics, resolve technical access requirements, and coordinate participant enrollment
- Own program launch from contract execution through cohort kickoff, coordinating across the Learning, Program Success, and Admissions teams
- Serve as the day-to-day operational contact throughout the program lifecycle
- Own relationships across a portfolio of employer partners; maintain regular cadences including weekly syncs and Monthly Business Reviews
- Prepare and deliver MBR decks reporting on completion rates, job placement, and NPS; proactively surface trends, risks, and wins
- Monitor program health and intervene early when learner outcomes are at risk
- Triage and resolve application, enrollment, payment, and data transfer issues
- Identify expansion opportunities within existing accounts: new programs, additional cohorts, expanded seat counts
- Collaborate with BD on renewals and account growth; prepare supporting data and client-facing materials
- Build relationships across the client org to ensure Springboard has visibility with decision-makers, not just program coordinators
- Build scalable playbooks and processes that keep pace with a growing partner portfolio
- Coordinate with internal teams (Program Success, Admissions, Finance, Learning) to execute on client commitments
- Represent the client perspective in internal planning and escalate blockers quickly
- Keep internal stakeholders updated on partner developments, upcoming milestones, and open issues
Skills
- 4-7 years in customer success, account management, or enterprise partnerships, ideally in education, workforce development, or a services business
- Track record of managing complex, multi-stakeholder relationships with significant ARR
- Strong operational instincts: you can run a detailed program implementation while keeping the broader relationship healthy
- Comfortable with data: you know how to pull the numbers, tell the story, and flag what matters
- Excellent communicator, equally effective on a client call, in a written update, and in an internal cross-functional meeting
- Self-directed and organized; you manage your own book of business without a lot of hand-holding
- Experience with workforce training or employer partnerships is a plus
- Experience working with healthcare organizations is a plus
Company Overview