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Customer Success Manager

Customer Success Manager

Articulate is looking for an experienced Customer Success Manager (CSM) to join our growing team. The goal of this role is to build customers for life by ensuring that they receive continued value from their investment in Articulate 360.

The CSM will engage with customers post-sale to drive product adoption and satisfaction to secure renewals. In this role you must have a deep understanding of our customers and be an expert in messaging and positioning to communicate product value. You’ll also be responsible for helping define and optimize the overall customer success program.

Core Responsibilities:

  • Meet key performance indicators around churn, customer satisfaction, and renewal activities.
  • Support onboarding for strategic accounts and execute high-touch customer success plays.
  • Help define and drive creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments.
  • Own, build, and maintain reporting on all customer success metrics.
  • Make data-driven recommendations to continuously optimize customer success plays and processes.
  • Perform ongoing data analysis to understand customer health and risk status. Work closely with other teams as needed to save red accounts.
  • Lead with a customer mindset. Continuously connect their key pains and requirements to specific product features, benefits, and value propositions.
  • Identify upsell and cross-sell opportunities and pass to sales.
  • Be the voice of the customer internally to resolve customer challenges.

Qualifications:

  • 2 years’ experience working in a customer success role required; SaaS B2B renewal role preferred
  • Proven track record of securing renewals and mitigating churn
  • Excellent customer service skills and knack for developing strong customer relationships
  • Ability to analyze and derive actionable insights from, and report on data
  • Naturally curious with excellent critical thinking skills
  • Resilient, adaptable, and thrives in a fast-paced environment
  • Excellent verbal and written communication and presentation skills
  • Can work independently while also functioning and contributing as part of a team
  • Ability to learn new technology
  • Working knowledge of Salesforce required, experience with Articulate 360 a plus
  • Positive, empathetic, driven, collaborative, flexible, and confident

About Articulate:

Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 60,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 525,000+ members is the largest, fastest-growing community in the industry.

We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits. Learn more about our culture.

We are an equal opportunity employer and value diversity. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We’d love to hear from you if you think you’re a fit!

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