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. Remote - Eastern Time Zone Job Role: Skillsoft is seeking an experienced Customer Success Manager who is passionate about helping organizations build the skills and capabilities their workforce needs to achieve critical business priorities. The CSM owns the post-sale customer and value strategy across a portfolio of enterprise customers in the Eastern region. They will engage stakeholders at all levels, including executive leaders, to understand their business, workforce, talent, and skills priorities. As a trusted advisor, the CSM helps customers translate workforce challenges into effective learning and skills strategies. They consult with customers to understand business needs, recommend ways to maximize the value of their current Skillsoft solutions, and identify opportunities where additional solutions may support their goals. While partnering closely with an Account Executive and internal Skillsoft teams, together they will develop and execute account plans focused on driving measurable outcomes, demonstrating value, mitigating risk, identifying growth opportunities, and supporting long-term retention and expansion. Responsibilities: • Build trusted, strategic relationships with customers, including senior and executive stakeholders. • Conduct business-focused discussions with stakeholders at all levels, including executive leaders, to understand priorities, challenges, and desired outcomes. • Establish measurable success criteria and demonstrate the business value and impact of Skillsoft solutions. • Lead strategic business reviews focused on business outcomes, skills strategy, value, future priorities, risks, and opportunities. • Help customers advance their learning and skills strategies. • Partner closely with Account Executives to develop account strategy, identify whitespace, support expansion opportunities, and strengthen renewal readiness. • Proactively identify customer health risks and develop mitigation plans and save strategies. • Understand the customer's broader learning and talent technology ecosystem. • Orchestrate internal Skillsoft resources to address customer priorities, opportunities, and challenges. Skills & Experience Required • 5+ years of experience in Customer Success, Strategic Account Management, Consulting, Professional Services, or a related customer-facing role. • Bachelor's degree in business, education, talent management, or a related field, or equivalent professional experience. • Demonstrated ability to manage and grow relationships with complex customers. • Strong business acumen with the ability to understand a customer's strategy and connect workforce and skills initiatives to broader organizational priorities. • Experience building relationships with senior executives and C-suite stakeholders. • Ability to move comfortably between strategic conversations and operational execution. • Strong discovery and consultative skills with the ability to uncover business challenges, priorities, desired outcomes, and opportunities. • Ability to analyze customer and platform data and translate it into insights, recommendations, value stories, and executive-level conversations. • Strong presentation and storytelling capabilities with the ability to communicate complex ideas clearly and credibly. • Experience developing strategic account plans, success plans, business cases, or value realization strategies. • Demonstrated ability to identify customer risk and develop proactive mitigation strategies. • Excellent project management and organizational skills with the ability to manage multiple strategic customer relationships simultaneously. Preferred Experience • Experience within the learning, talent, HR technolog