Customer Success Manager - Bay Area, California, US

Location: Bay Area, California, US

The Company:

Our client is an international industry-leader in the world of corporate learning and development. Its products and designs focus on the methodology of performance learning, the outcome ofits double leadership in the fields of learning science and artificial intelligence (AI). It use this expertise to enable its users and clients around the globe to engage, share, and grow, regardless of place, time, or device.

The Job:

This is a strategic role that will directly have an impact on the company's growth for North America. This individual will be working very closely with Sales, Revenue Operations, along with the Product team in APAC. As a Customer Success Manager, you will be working with customers to help align their pre-sales goals with their post-sales success. You will help deliver a Service Delivery plan that focuses on value and achieving the customer’s learning and development goals. As a Customer Success Manager, you will be responsible for being a thought leader to your customers, and help guide them to reach their key initiatives. In this role you will help the customer with implementation, enablement, and day to day support of the   Performance Learning Platform.

• Ensure customer are achieving a return on investment

• Work closely with the Sales Team and the prospective customer on pre-sales Proof of Value engagements

• Sustain business growth and profitability by maximizing value

• Become a trusted advisor to your customers, and deliver a predictable renewal rate back to the business

• Enable, train and coach customers on best practice usage and methods

• Be a product expert and champion adoption of the solution

• Ensure an excellent onboarding experience for all new customers

• Understand and align strategic objectives to achieve with each customer

• Project management of key objectives relating to adoption and best practice usage

• Evaluate and improve tutorials and other communication

• Focus on improving the customer experience by developing new processes

• Facilitate resolution of customer requests and challenges

• Improve customer retention

• Responsible for the renewal rate and upsell

• 3+ years of experience as a Customer Success Manager, supporting a SaaS solution

• The right candidate can blend being both Customer Support and Customer Success

• Solid knowledge of customer success processes

• A solution focussed, problem solver

• Highly organized and able to multitask

• Self-driven and proactive nature

• Excellent communication and interpersonal skills

• Demonstrate leadership qualities

• Excellent computer literacy with an ability to learn new software quickly

• Experience in document creation

• Patient and active listener

• Passion for service

• Previous experience in the learning and development industry is a big plus

• BS/BA in Business or related field, MBA a plus

• Strong familiarity with SaaS pricing models and typical SaaS legal terms and conditions

• Prior experience working at an international company

• Prior experience with L&D or LMS

• Foreign Languages- Mandarin, Spanish, or Japanese