Senior Customer Success Manager

Company Description

Thought Industries powers the business of learning with our industry-leading learning technology. We were founded in 2013 around the core belief that online learning experiences should be modern, intuitive, engaging, and scalable. Today, our growing team builds and maintains the only learning solution with completely native tools and integrations that drive higher engagement, learner proficiency, and retention rates for our customers.

Job Description

We are looking for a Senior Customer Success Manager (CSM) who is passionate about driving value and adoption for their portfolio of customers. As a Senior CSM, you will be responsible for building strong customer relationships and becoming a trusted advisor owning the success of the partnership from onboarding to expansion. You will be responsible for deeply understanding the customers’ use cases in order to drive outcomes and demonstrate a clear return on investment. 

To be successful in this role you must be customer obsessed, curious about solving problems, data driven, detail oriented, and a team player. You enjoy creating partnerships with customers that allows you both to succeed by focusing on business outcomes and celebrating progress over time. You enjoy documenting progress in a clear and organized manner such that it is easy to share the overall success of your clients. 

Responsibilities:

• Manage a portfolio of customers and prioritize amidst multiple competing requests, escalations, and deadlines
• Develop a deep understanding of customers’ unique business needs and challenges 
• Collaborate with the implementation consultants and project managers during onboarding to set your clients up for success
• Create dynamic success plans and partner with your clients to measure value over time
• Build strong customer relationships that can help uncover any concerns and ensure satisfaction
• Act as an advocate for the client, within the business model of TI, and bring back structured requests or feedback to the appropriate internal teams
• Manage expectations regarding product roadmap/product requests
• Identify early warning signs of risk and establish internal action plans to address customer concerns
• Drive the customer to improve operational efficiencies that adds value to their business by adopting and using the Thought Industries platform
• Consult with clients on best practices to utilize Thought Industries and help them to achieve their unique goals

Qualifications

• 5+ years of experience as a Customer Success Manager or in a customer facing role at a technology company, preferably a SaaS and/or start-up environment 
• Experience with client onboarding, use case mapping, adoption, expansion and renewal methodologies
• Experience with E-Learning and/or Learning Management Systems
• Comfortable working in a remote first environment 
• Ability to travel up to 20%

Key Skills:

• Detail oriented verbal and written communication skills that are client centric
• Project management approach to client management creating timely follow ups and detailed responses
• Ability to work in a fast paced environment and evolve based on client needs 
• Extreme curiosity to solve problems
• Interpersonal skills that can guide change

Additional Information

All your information will be kept confidential according to EEO guidelines.

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.