Client Success Manager
Own client relationships, adoption, retention, and expansion for an LMS platform while advising customers on learning and development programs. The role requires 4–6 years of B2B SaaS experience, L&D program expertise, and strong consultative client skills.
About the job
Responsibilities
- Build trusted, strategic relationships with a portfolio of clients to promote retention and loyalty.
- Manage the client lifecycle from post-onboarding through adoption, expansion, advocacy, and renewal.
- Help clients design, implement, and optimize learning programs using Absorb LMS.
- Consult on and measure program effectiveness, connecting learning outcomes and usage to business goals and product ROI.
- Deliver training, best practices, and enablement sessions for Absorb LMS users.
- Monitor client health, identify risks, drive escalations, and develop action plans.
- Identify and route upsell and expansion opportunities to Account Management.
- Collaborate with Product, Support, Professional Services, and other internal teams.
- Maintain accurate client documentation in internal systems and tools.
Requirements
- 4–6 years of experience in B2B SaaS, ideally in LMS, HR technology, EdTech, or learning solutions.
- Learning & Development practitioner experience, including designing, executing, and evaluating training programs.
- Ability to connect learning initiatives to measurable outcomes such as engagement, ROI, adoption metrics, or business KPIs.
- Strong client-facing communication, relationship-building, executive alignment, and consultative problem-solving skills.
- Ability to explain technical concepts clearly to nontechnical audiences.
- Strong commercial and business acumen.
- Excellent time management and project management skills.
- Working knowledge of SaaS, APIs, and core web technologies.
Nice-to-haves
- Experience with ChurnZero, Salesforce, JIRA, and Zendesk.
- Experience with change management, enablement, or instructional design projects.
- Experience advising clients on LMS or L&D ecosystem best practices.
Compensation and Benefits
- Fully remote-first work with flexible work arrangements.
- Health and wellness benefits, retirement savings programs, eligibility for two bonus plans, paid time off, and medical and dental benefits based on country of location.
- New hire equipment allowance and monthly flex allowance.
- Career growth and internal mobility opportunities.
- Employee-driven DE&I programs.
Skills
Customer Success, B2B SaaS, Learning Management Systems, Learning And Development, Program Evaluation, Salesforce, Churnzero, Jira, Zendesk, SaaS, APIs, Project Management
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