As Customer Success Manager, you will work directly with your customer book of business throughout the entire customer lifecycle post onboarding. You’ll understand your customer horizon – what are their plans YOY and how we can proactively help them shape those plans and be their go-to partner as a result. Thie role will ensure adoption, engagement, advocacy, and revenue retention. You hold the keys to customer loyalty and staying power.
About the Job
- Building and developing long-term customer relationships through strategic planning and trustworthy cooperation.
- Developing retention strategies by assessing customer goals and delivering against them.
- Light consulting on our learning solutions and how it fits into a long-term strategy.
- Nurturing and promoting strong product adoption and education.
- You are the internal customer ambassador to lobby product feedback, needs, and escalations.
- You will plan and facilitate Strategic Business Reviews to ensure our customers are adopting, utilizing and gaining value from our solutions. Additionally, removing barriers and neutralizing challenges.
- Owning the entire customer lifecycle, post on-boarding to engagement, adoption and renewal.
- Manage customer experience with support, triage, escalations per SLAs.
- Ensure license full allocation and define adoption plans to improve and/or expand.
- Achieving annual CS KPIs.
About You
- Typically 2-5 years' experience in one of these industries: HR and Learning Tech, SaaS Software, and/or Customer Success
- Agile and adaptable
- Ability to collaborate with stakeholders
- Presentation facilitation experience
- Healthy balance between tenacity and humility
- Required experience in 2 out of 6 skill sets/Roles
- Implementation Consultant
- Customer Success Manager
- Account/Relationship Management
- Project Management
- Learning Tech is a plus
- Previous LCMS, CMS, LMS or CCMS experience a plus
Benefits/Perks
- Denver-based Opportunity; Remote Considered
- Competitive Salary
- Health, Dental and Vision Insurance, STD/LTD, Life
- Employer-matched 401(k) plan
- Employer Sponsored EcoPass
- Open/Flexible vacation policy
Total compensation for this role is market competitive, including a total compensation range of $65,000-$75,000 base compensation (DOE)
In addition to our commitment to equal pay for equal work, Xyleme is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.