Customer Success Manager

February 25

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Skillsoft

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Skillsoft is a company that provides enterprise learning solutions designed to rapidly develop employee skills and close skill gaps. The company offers various customized learning programs, including leadership and business skills, technology skills, compliance and ethics, and AI skills. Skillsoft's learning platforms, such as Codecademy for Enterprise and Skillsoft Percipio, enable organizations to transform their workforces through mentorship, coaching, and instructor-led training. With a focus on integrating learning options into organizational frameworks and supporting workforce development with assessments and reports, Skillsoft aims to prepare teams for the evolving demands of the digital era. More than 12,000 organizations trust Skillsoft for their employee learning and development needs.

Elearning • Training • Learning Solutions • Courseware • Learning Management System (LMS)

1001 - 5000 employees

Founded 1998

📚 Education

🏢 Enterprise

☁️ SaaS

📋 Description

•The Customer Success Manager at Skillsoft has a passion for digital learning to enable organizations to reskill and upskill their employees. •They manage a portfolio of more complex Mid-market/Enterprise customers and are responsible for customer retention and satisfaction. •The Customer Success Manager works closely with the customer’s learning leader(s) after the purchase of Skillsoft solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. •The Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. •The Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates.

🎯 Requirements

•Bachelor's Degree in business, education, or related field; or equivalent experience. •4+ years Customer Success experience or equivalent (e.g., sales, professional services) •Training or consulting experience with account management responsibility •Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers •Ability to successfully support an account territory with a portfolio of more complex Mid-market/Enterprise customers •Solid understanding of business and leadership skills and competency development and their relevance to the organization's training needs. Continually expands knowledge of content areas as they are incorporated into the Skillsoft library. •Good conceptual knowledge of current Technology and Developer Skills. Ability to advise customers on T&D content, based on the Skillsoft T&D library. Keeps up to date on new technology trends and may make recommendations to Skillsoft development on customer content needs. •Demonstrated ability to build relationships at many levels across customer teams •Experience in analyzing data, visualizing success, and demonstrating value •Strong Consulting, listening and communication skills, demonstrated by the ability to establish influential relationships with diverse customers, including business owners •Excellent facilitation and presentation skills for meetings and groups, both virtual and live, demonstrating the ability to guide individuals and groups, listen and question effectively. •Excellent written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy. •Effective project management and organizational skills, specifically managing a high-volume customer base •Strong Critical thinking, problem solving and decision-making skills that balance data analysis with responsiveness for creative, independent, solution-focused action •Excellent teamwork skills and the ability to act as a strategic partner to the customer and sales team. •Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction •Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility •Experience using Salesforce CRM and Customer Success tools (e.g., Gainsight or other) •Advanced Excel and PowerPoint skills and proficient in Word and Outlook