Customer Success Manager

Posted: 76 days ago
Note: This job has expired. Please do not apply!

We’re looking for an experienced customer success pro to join our growing team focused on building customers for life. Our Customer Success Team works with customers post-sale to ensure they get continued value from their investment in Articulate 360.

The Customer Success Manager (CSM) will execute customer success plays and build relationships with a set of target customers to onboard them, drive product adoption and satisfaction, secure renewals,and expand our footprint within accounts.

To succeed in this role, you must have a deep understanding of our customers and be an expert in messaging and positioning to communicate the value of Articulate 360.

What you'll do:

  • Support, grow, and retain assigned accounts
  • Execute high-touch customer success plans
  • Lead with a customer mindset; continuously connect customers’ key pains and requirements to specific product features, benefits, and value propositions
  • Meet key performance indicators around churn, customer satisfaction, and renewal activities
  • Identify upsell and cross-sell opportunities, develop effective, customer-specific outreach strategies, and assist in converting those opportunities
  • Be the voice of the customer internally to resolve customer challenges 
  • Work closely with leadership to identify areas for improvement within the customer success program and team operations

What you should have:

  • 3 years’ experience working in a customer-facing role required 
  • Excellent customer service skills and a knack for developing strong customer relationships 
  • Naturally curious, with excellent critical-thinking skills
  • Resilient and adaptable, and thrives in a fast-paced environment 
  • Excellent verbal and written communication and presentation skills
  • Can work independently while also functioning and contributing as part of a team
  • Can learn new technology quickly
  • Working knowledge of Salesforce required; experience with Articulate 360 a plus
  • Positive, empathetic, driven, collaborative, flexible, and confident
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