Sr Customer Success Manager

Job description

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress. Senior Customer Success Manager Skillsoft is seeking a Senior Customer Success Manager (CSM) to work with our customers to translate business and workforce priorities into a clear success strategy. The role combines executive engagement, skills and workforce strategy, data-led value realization, commercial acumen, and cross-functional orchestration in an increasingly AI-enabled and skills-based world. In this role, the CSM will have the opportunity to serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize the value of Skillsoft’s workforce transformation and skills development solutions. Partner with learning, talent, HR, and business leaders to accelerate adoption, deliver measurable outcomes, strengthen retention, and identify opportunities for long-term growth. The successful candidate will own the customer success plan across onboarding, adoption, value realization, expansion readiness, and renewal, while partnering closely with Sales, Professional Services, Product and internal specialists to deliver a coordinated customer experience. Key Responsibilities Strategic Customer Leadership • Act as a strategic advisor to learning, talent, HR, and business leaders, aligning skills development and workforce transformation priorities to measurable business outcomes. • Build trusted relationships across customer organizations, including with executive sponsors, and translate platform, engagement, and skills insights into relevant strategic recommendations. • Create and maintain customer success plans with clear goals, milestones, success measures, owners, and review cadences. • Partner with customers to shape skills-based workforce strategies using Skillsoft’s learning, coaching, skills intelligence, and related capabilities to address priority capability gaps. Value realization & business outcomes • Guide customers through implementation, launch, promotion, adoption, and ongoing optimization of their learning and skilling programs. • Guide and manage customers through platform evolution, AI-powered experiences, and program or operating-model change by establishing adoption strategies, stakeholder engagement plans, and success measures. • Analyze engagement, adoption, skills, and outcome data to identify trends, produce actionable insights, and demonstrate value to operational and executive stakeholders. • Oversee outcome-focused business reviews that assess progress against the customer’s strategy, key performance measures, risks, opportunities, and next priorities. • Articulate Skillsoft’s value proposition and connect learning and skills development to organizational transformation, business growth, workforce readiness, and competitive differentiation. Retention, growth, and account health • Own customer health and success across the assigned portfolio, proactively identifying adoption barriers, risk signals, and potential churn and coordinating timely mitigation plans. • Drive retention and expansion readiness by understanding customer priorities, maturity, outcomes, and evolving business needs. • Proactively identify white-space and growth opportunities and partner with the Account Executive on account strategy, timing, readiness, value, renewal, and expansion motions. • Maintain accurate and timely customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in the designated systems. Cross-functional orchestration and customer advocacy • Serve as the customer advocate and orchestrator across Sales, Solutions, Product, Professional Services, Support, and other internal teams to drive coordinated execution and customer outcomes. • Lead or facilitate resolution of customer issues and concerns, ensuring clear ownership, communication, and follow-through with both customer and in