76 Director Of Customer Experience jobs in Columbus
Client Relations Manager
43201 Columbus, Ohio
Cengage Group
Posted 13 days ago
Job Viewed
Job Description
**We believe in the power and joy of learning**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
View Now
0
Client Relations Manager
43201 Columbus, Ohio
Cengage Group
Posted 1 day ago
Job Viewed
Job Description
**We believe in the power and joy of learning**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
View Now
1
Customer Success Manager
43201 Columbus, Ohio
Cleo
Posted 1 day ago
Job Viewed
Job Description
**Customer Success Manager**
Remote
**What You Will Be Doing**
+ Uphold Cleo's Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.
+ Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey.
+ Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews.
+ Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers.
+ Understand our customers' organizational structure and develop relationships with key business stakeholders.s
+ Understand our customers' business and link customer goals to compelling solutions to be delivered.
+ Proactively assist in problem resolution, both internally and externally
+ Maintain accurate records, including detailed documentation of customer service actions and discussions.
+ Escalate issues appropriately to Services, Support, Product, etc.
+ Develop compelling recommendations with strong close rates for add-on business.
+ Invest in developing both yourself and others, and contribute to organizational efforts as required.
**Your Qualifications**
+ 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field
+ Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives
+ Proven ability to work in a fluid environment, with limited processes
+ Excellent communication and presentation skills directed at both business-oriented and technical audiences
**A few things we have to offer:**
+ Compensation: $75,000 - $100,000 + Bonus potential
+ Great Healthcare + Dental + Vision
+ Flexible PTO
+ Culture of support, encouraging Life-Work balance
+ 401k match
+ FSA and HSA options
+ Employee Assistance Program
+ Paid Parental Leave
+ Representing a company with 4,000+ clients and a 99% retention rate
+ Accelerated title and salary growth potential
+ A fun and energetic work environment that makes you excited to go to work every day
_Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law._
Create a Job Alert
Interested in building your career at Cleo (US) ? Get future opportunities sent straight to your email.
Remote
**What You Will Be Doing**
+ Uphold Cleo's Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled.
+ Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey.
+ Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews.
+ Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers.
+ Understand our customers' organizational structure and develop relationships with key business stakeholders.s
+ Understand our customers' business and link customer goals to compelling solutions to be delivered.
+ Proactively assist in problem resolution, both internally and externally
+ Maintain accurate records, including detailed documentation of customer service actions and discussions.
+ Escalate issues appropriately to Services, Support, Product, etc.
+ Develop compelling recommendations with strong close rates for add-on business.
+ Invest in developing both yourself and others, and contribute to organizational efforts as required.
**Your Qualifications**
+ 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field
+ Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives
+ Proven ability to work in a fluid environment, with limited processes
+ Excellent communication and presentation skills directed at both business-oriented and technical audiences
**A few things we have to offer:**
+ Compensation: $75,000 - $100,000 + Bonus potential
+ Great Healthcare + Dental + Vision
+ Flexible PTO
+ Culture of support, encouraging Life-Work balance
+ 401k match
+ FSA and HSA options
+ Employee Assistance Program
+ Paid Parental Leave
+ Representing a company with 4,000+ clients and a 99% retention rate
+ Accelerated title and salary growth potential
+ A fun and energetic work environment that makes you excited to go to work every day
_Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law._
Create a Job Alert
Interested in building your career at Cleo (US) ? Get future opportunities sent straight to your email.
View Now
2
Customer Success Manager
43215 Columbus, Ohio
$70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a proactive and customer-centric Customer Success Manager to join their dynamic team in Columbus, Ohio . This hybrid role offers the perfect blend of in-office collaboration and remote flexibility. You will be the primary point of contact for a portfolio of clients, ensuring they maximize the value of our innovative platform. Your mission will be to foster strong relationships, drive user adoption, reduce churn, and identify opportunities for growth.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Build and maintain strong, long-lasting relationships with key stakeholders at client organizations.
- Onboard new customers effectively, providing comprehensive training and support to ensure successful implementation.
- Proactively monitor customer health and usage patterns to identify potential risks and opportunities.
- Develop and execute success plans tailored to each client's unique business objectives.
- Conduct regular business reviews (QBRs) to demonstrate value and discuss strategic initiatives.
- Educate customers on new features, best practices, and product updates.
- Serve as the voice of the customer internally, providing valuable feedback to product, sales, and marketing teams.
- Identify opportunities for upselling and cross-selling within your client base.
- Resolve customer issues and escalations promptly and efficiently, ensuring a high level of satisfaction.
- Track and report on key customer success metrics, such as retention rates, NPS, and adoption levels.
Required Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Proven experience (3+ years) in customer success, account management, or a similar client-facing role, preferably within the SaaS industry.
- Exceptional communication, interpersonal, and presentation skills.
- Strong understanding of customer relationship management (CRM) principles and software.
- Ability to analyze data, identify trends, and develop data-driven strategies.
- Proactive, problem-solving attitude with a strong sense of ownership.
- Experience with project management and ability to manage multiple priorities effectively.
- Familiarity with common business software and productivity tools.
- A genuine passion for helping customers achieve their goals.
Apply Now
3
Customer Success Manager
43001 Columbus, Ohio
$85000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking an experienced and enthusiastic Customer Success Manager to foster strong, long-lasting relationships with our valued clientele. In this pivotal role, you will be the primary point of contact for a portfolio of customers, ensuring they maximize the value derived from our products and services. Your core mission will be to drive customer adoption, retention, and advocacy. Key responsibilities include onboarding new clients, proactively engaging with existing customers to understand their evolving needs, providing strategic guidance and best practices, identifying opportunities for upselling and cross-selling, and serving as a liaison between customers and internal teams to address inquiries and resolve issues. You will also monitor customer health metrics, proactively intervene to mitigate churn risks, and gather feedback to inform product development and service enhancements. The ideal candidate possesses exceptional communication, interpersonal, and problem-solving skills, with a proven ability to build rapport and trust. A deep understanding of customer relationship management principles and experience with CRM software are essential. You should be adept at understanding complex business challenges and translating them into effective solutions that align with our offerings. This role requires a proactive, organized, and empathetic individual who is passionate about delivering outstanding customer experiences. Experience in a client-facing role within the technology or SaaS industry is highly desirable. Join a growth-oriented company where your contributions directly impact customer satisfaction and business success. This hybrid role offers a blend of remote flexibility and in-office collaboration, providing a dynamic work environment.
Apply Now
4
Manager, Customer Success - Healthcare
43201 Columbus, Ohio
Zoom
Posted 1 day ago
Job Viewed
Job Description
About the team
Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
Responsibilities
Business Impact & Growth
+ Drive measurable improvements in customer retention, expansion, and satisfaction metrics. Exemplify an outcome/results-oriented approach
+ Analyze customer usage patterns and success metrics to identify optimization opportunities
+ Collaborate with Sales and Marketing to develop healthcare-specific value propositions
+ Present quarterly business reviews to executive stakeholders, demonstrating clear ROI and strategic value
+ Develop and implement a scalable communication and outreach strategy for managing high-volume healthcare accounts, ensuring consistent engagement while maximizing team efficiency
Team Leadership & Development
+ Build, mentor, and develop a high-performing team of Customer Success Professionals specialized in healthcare customer engagement
+ Create clear career development paths for team members with measurable growth objectives
+ Foster a culture of continuous improvement, innovation, and customer-centricity
Customer Success Strategy
+ Design and execute tailored success plans for healthcare organizations that align with their specific clinical and operational workflows
+ Develop healthcare-specific KPIs and success metrics that demonstrate tangible ROI for customers
+ Implement proactive customer health monitoring systems to identify at-risk accounts and expansion opportunities
+ Partner with Product teams to represent healthcare customer needs in the product roadmap
+ Serve as the escalation point for complex customer issues, coordinating resolution across multiple internal teams
+ Partner with Implementation, Support, and Product teams to ensure seamless customer experiences
+ Represent the voice of healthcare customers in company-wide initiatives and strategic planning
+ Contribute to the development of best practices for the broader Customer Success organization
What we're looking for
+ 8+ years of SaaS experience with at least 3 years managing Customer Success teams in mass market environments
+ Demonstrated experience working with healthcare organizations and understanding their unique challenges
+ Strong knowledge of video collaboration technology and its applications in healthcare settings
+ Proven track record of building and scaling high-performing customer success teams
+ Understanding of healthcare workflows, compliance requirements (HIPAA), and technology adoption challenges
+ Familiarity with telehealth applications and virtual care delivery models
+ Knowledge of healthcare IT ecosystems and integration requirements
+ Strategic thinking with the ability to translate customer needs into actionable success plans
+ Exceptional leadership skills with experience in coaching, mentoring, and performance management
+ Strong data analysis capabilities to derive insights from customer usage and satisfaction metrics
+ Outstanding communication skills, including executive-level presentation and stakeholder management
+ Ability to navigate complex healthcare organizations and build relationships at multiple levels
+ Experience with customer success platforms and CRM systems ( Gainsight , Salesforce, etc.)
Salary Range or On Target Earnings:
Minimum:
$140,800.00
Maximum:
$264,000.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
10/28/25
Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
BenefitsAs part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn ( for more information.
About UsZoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we're here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form ( and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
#LI-Remote
Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
Responsibilities
Business Impact & Growth
+ Drive measurable improvements in customer retention, expansion, and satisfaction metrics. Exemplify an outcome/results-oriented approach
+ Analyze customer usage patterns and success metrics to identify optimization opportunities
+ Collaborate with Sales and Marketing to develop healthcare-specific value propositions
+ Present quarterly business reviews to executive stakeholders, demonstrating clear ROI and strategic value
+ Develop and implement a scalable communication and outreach strategy for managing high-volume healthcare accounts, ensuring consistent engagement while maximizing team efficiency
Team Leadership & Development
+ Build, mentor, and develop a high-performing team of Customer Success Professionals specialized in healthcare customer engagement
+ Create clear career development paths for team members with measurable growth objectives
+ Foster a culture of continuous improvement, innovation, and customer-centricity
Customer Success Strategy
+ Design and execute tailored success plans for healthcare organizations that align with their specific clinical and operational workflows
+ Develop healthcare-specific KPIs and success metrics that demonstrate tangible ROI for customers
+ Implement proactive customer health monitoring systems to identify at-risk accounts and expansion opportunities
+ Partner with Product teams to represent healthcare customer needs in the product roadmap
+ Serve as the escalation point for complex customer issues, coordinating resolution across multiple internal teams
+ Partner with Implementation, Support, and Product teams to ensure seamless customer experiences
+ Represent the voice of healthcare customers in company-wide initiatives and strategic planning
+ Contribute to the development of best practices for the broader Customer Success organization
What we're looking for
+ 8+ years of SaaS experience with at least 3 years managing Customer Success teams in mass market environments
+ Demonstrated experience working with healthcare organizations and understanding their unique challenges
+ Strong knowledge of video collaboration technology and its applications in healthcare settings
+ Proven track record of building and scaling high-performing customer success teams
+ Understanding of healthcare workflows, compliance requirements (HIPAA), and technology adoption challenges
+ Familiarity with telehealth applications and virtual care delivery models
+ Knowledge of healthcare IT ecosystems and integration requirements
+ Strategic thinking with the ability to translate customer needs into actionable success plans
+ Exceptional leadership skills with experience in coaching, mentoring, and performance management
+ Strong data analysis capabilities to derive insights from customer usage and satisfaction metrics
+ Outstanding communication skills, including executive-level presentation and stakeholder management
+ Ability to navigate complex healthcare organizations and build relationships at multiple levels
+ Experience with customer success platforms and CRM systems ( Gainsight , Salesforce, etc.)
Salary Range or On Target Earnings:
Minimum:
$140,800.00
Maximum:
$264,000.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
10/28/25
Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
BenefitsAs part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn ( for more information.
About UsZoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we're here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form ( and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
#LI-Remote
View Now
5
Customer Success Account Manager
43201 Columbus, Ohio
ISC2
Posted today
Job Viewed
Job Description
**Overview**
Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence - drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization - an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.
**Position Summary**
The Customer Success Account Manager is responsible for driving customer satisfaction, retention, and growth across assigned accounts. You will ensure seamless delivery of services, proactive account management, and measurable customer outcomes. You will also combine strong organizational skills with customer-facing experience, and a results-driven mindset.
**This position is not available to residents of** **California** **.**
**Responsibilities**
**Customer Retention & Success**
+ Serve as the primary point of contact for assigned accounts, ensuring ongoing satisfaction and long-term retention.
+ Conduct regular **account reviews** to assess customer goals, usage, and outcomes, providing actionable recommendations.
+ Increase exam completion rates by monitoring learner progress, removing barriers, and providing engagement strategies.
**Delivery Fulfillment**
+ **Facilitate service delivery** by coordinating instructor assignments, tracking of client expected training schedules, and ensuring all logistics are in place.
+ Manage preparation and distribution of training materials, ensuring accurate and timely delivery to customers.
+ Partner with internal operations, instructors, and vendors to guarantee a seamless customer experience.
**Account Operations**
+ Oversee the **day-to-day management** of accounts, including processing orders, running reports, and maintaining accurate records in CRM systems.
+ Track customer utilization, training fulfillment, and certification outcomes to ensure contractual obligations are met.
+ Develop and deliver account-level reporting on performance, usage, and ROI.
**Growth & Lead Generation**
+ Identify upsell and cross-sell opportunities through regular account engagement and success planning and engage sales partners to close.
+ Partner with Sales and Business Development to generate **qualified leads** and expand existing customer relationships.
+ Share customer insights and success stories to support marketing and sales initiatives.
Perform miscellaneous duties as assigned
**Behavioral Competencies**
+ Excellent written oral communication/presentation, and relationship-building skills
+ Strong project management and organizational skills, with the ability to juggle multiple priorities
+ Professionalism with a high degree of business savvy and strong demonstration of intellect, executive presence and sales acumen
+ High sense of urgency. Willingness to do what it takes to meet revenue goals while maintaining the absolute highest standards in terms of honesty, integrity and business ethics
+ Strong interpersonal skills with both customers and our internal team members alike, exhibiting focus and drive for business building and working collaboratively with employees to grow the business
+ Self-starter who provides creative and pragmatic solutions to business issues and problems
+ A positive, results-oriented attitude, with a sense of enthusiasm
**Qualifications**
+ Experience in education, certification, training services, Cyber strongly preferred
+ Proficiency with CRM systems, reporting tools, and order processing workflows
**Education and Work Experience**
+ Bachelor's degree in related field preferred, or equivalent work experience
+ 5+ years in Customer Success, Account Management, Training Delivery Coordination, or similar role
**Physical and Mental Demands**
+ 25% travel required; this may increase where needed and may be required on short notice
+ Remain in a stationary position, often standing or sitting, for prolonged periods
+ Work extended hours when needed
+ Regular use of office equipment such as a computer/laptop and monitor computer screens
**Equal Employment Opportunity Statement**
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
**Job Locations** _US-Remote_
**Posted Date** _2 days ago_ _(10/21/2025 8:14 AM)_
**_Job ID_** _ _
**_# of Openings_** _2_
**_Category_** _Sales_
Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence - drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization - an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.
**Position Summary**
The Customer Success Account Manager is responsible for driving customer satisfaction, retention, and growth across assigned accounts. You will ensure seamless delivery of services, proactive account management, and measurable customer outcomes. You will also combine strong organizational skills with customer-facing experience, and a results-driven mindset.
**This position is not available to residents of** **California** **.**
**Responsibilities**
**Customer Retention & Success**
+ Serve as the primary point of contact for assigned accounts, ensuring ongoing satisfaction and long-term retention.
+ Conduct regular **account reviews** to assess customer goals, usage, and outcomes, providing actionable recommendations.
+ Increase exam completion rates by monitoring learner progress, removing barriers, and providing engagement strategies.
**Delivery Fulfillment**
+ **Facilitate service delivery** by coordinating instructor assignments, tracking of client expected training schedules, and ensuring all logistics are in place.
+ Manage preparation and distribution of training materials, ensuring accurate and timely delivery to customers.
+ Partner with internal operations, instructors, and vendors to guarantee a seamless customer experience.
**Account Operations**
+ Oversee the **day-to-day management** of accounts, including processing orders, running reports, and maintaining accurate records in CRM systems.
+ Track customer utilization, training fulfillment, and certification outcomes to ensure contractual obligations are met.
+ Develop and deliver account-level reporting on performance, usage, and ROI.
**Growth & Lead Generation**
+ Identify upsell and cross-sell opportunities through regular account engagement and success planning and engage sales partners to close.
+ Partner with Sales and Business Development to generate **qualified leads** and expand existing customer relationships.
+ Share customer insights and success stories to support marketing and sales initiatives.
Perform miscellaneous duties as assigned
**Behavioral Competencies**
+ Excellent written oral communication/presentation, and relationship-building skills
+ Strong project management and organizational skills, with the ability to juggle multiple priorities
+ Professionalism with a high degree of business savvy and strong demonstration of intellect, executive presence and sales acumen
+ High sense of urgency. Willingness to do what it takes to meet revenue goals while maintaining the absolute highest standards in terms of honesty, integrity and business ethics
+ Strong interpersonal skills with both customers and our internal team members alike, exhibiting focus and drive for business building and working collaboratively with employees to grow the business
+ Self-starter who provides creative and pragmatic solutions to business issues and problems
+ A positive, results-oriented attitude, with a sense of enthusiasm
**Qualifications**
+ Experience in education, certification, training services, Cyber strongly preferred
+ Proficiency with CRM systems, reporting tools, and order processing workflows
**Education and Work Experience**
+ Bachelor's degree in related field preferred, or equivalent work experience
+ 5+ years in Customer Success, Account Management, Training Delivery Coordination, or similar role
**Physical and Mental Demands**
+ 25% travel required; this may increase where needed and may be required on short notice
+ Remain in a stationary position, often standing or sitting, for prolonged periods
+ Work extended hours when needed
+ Regular use of office equipment such as a computer/laptop and monitor computer screens
**Equal Employment Opportunity Statement**
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
**Job Locations** _US-Remote_
**Posted Date** _2 days ago_ _(10/21/2025 8:14 AM)_
**_Job ID_** _ _
**_# of Openings_** _2_
**_Category_** _Sales_
View Now
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6
Supervisor, Customer Success Team
43201 Columbus, Ohio
Coinbase
Posted 6 days ago
Job Viewed
Job Description
Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Supervisor for the Concierge on the Customer Success Team, you will lead a specialized team of customer focused Concierge Agents who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.
What you'll be doing (ie. job duties):
* Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
* Achieve SLAs, productivity and quality metrics for your line of business/team members.
* Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
* Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
* Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
* Model an investigative mentality to help address critical customer issues at the root cause.
* Represent and advocate for the customer across organizations to drive impactful changes.
* Champion clear communication with internal and external partners to align on solutions and drive results.
* Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
* Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
* Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
What we look for in you (ie. job requirements):
* FINRA License series 7 and 63
* FINRA License 24 OR 9 AND 10
* Experienced and passionate people leader with a proven track record of guiding and developing teams.
* Motivated by Coinbase's mission and creating a seamless experience for our highest value individual and enterprise clients.
* Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
* Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
* Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
* Fantastic communication skills in order to operate across multiple departments and stakeholders.
* Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
* Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto.
Nice to haves:
* FINRA License Series 3, 4, 65, or 66.
* High level of proficiency in cryptocurrency and Coinbase products.
* Advanced degree in business, finance, project management or client experience.
Preferred Locations: Orlando, San Francisco, Seattle, Dallas/Fort Worth
Job #: 73430
Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $96,305 to $13,300+ target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
*Pay Transparency Notice:* Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility**+ benefits (including medical, dental, vision and 401(k)).
Pay Range:
96,305- 113,300 USD
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Supervisor for the Concierge on the Customer Success Team, you will lead a specialized team of customer focused Concierge Agents who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.
What you'll be doing (ie. job duties):
* Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
* Achieve SLAs, productivity and quality metrics for your line of business/team members.
* Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
* Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
* Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
* Model an investigative mentality to help address critical customer issues at the root cause.
* Represent and advocate for the customer across organizations to drive impactful changes.
* Champion clear communication with internal and external partners to align on solutions and drive results.
* Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
* Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
* Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
What we look for in you (ie. job requirements):
* FINRA License series 7 and 63
* FINRA License 24 OR 9 AND 10
* Experienced and passionate people leader with a proven track record of guiding and developing teams.
* Motivated by Coinbase's mission and creating a seamless experience for our highest value individual and enterprise clients.
* Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
* Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
* Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
* Fantastic communication skills in order to operate across multiple departments and stakeholders.
* Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
* Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto.
Nice to haves:
* FINRA License Series 3, 4, 65, or 66.
* High level of proficiency in cryptocurrency and Coinbase products.
* Advanced degree in business, finance, project management or client experience.
Preferred Locations: Orlando, San Francisco, Seattle, Dallas/Fort Worth
Job #: 73430
Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $96,305 to $13,300+ target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
*Pay Transparency Notice:* Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility**+ benefits (including medical, dental, vision and 401(k)).
Pay Range:
96,305- 113,300 USD
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com
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7
Customer Success Manager, Biopharma
43201 Columbus, Ohio
Datavant
Posted 13 days ago
Job Viewed
Job Description
Datavant is a data platform company and the world's leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
We are looking for an experienced Customer Success pro who thrives in a fast-paced environment. Customer success is the value organization of Datavant Life Sciences. We are accountable for driving meaningful, measurable outcomes for our customers by aligning our products and services with their strategic objectives-maximizing value, accelerating time to impact, and fostering long-term, expansive relationships. As such, we need an experienced relationship management individual who can drive success for our customers.
This role includes responsibilities for Customer Success outcomes (e.g., value realization, customer satisfaction, renewals, etc.) and activities (e.g., delivery, adoption, advocacy, retention, etc.).
**You Will:**
+ Own account management and value management for a dedicated account portfolio of up to 15 accounts in our biopharma segment, with a special focus on end-to-end accelerating value within your portfolio.
+ Lead with curiosity and dive deep into learning and understanding the goals and strategies of our customers and how our solutions and products support those goals
+ Excel in advanced program management and decision-making, balancing thoughtful analysis with speed to execution, appropriately prioritizing, and knowing when and how to escalate complex edge cases effectively
+ Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
+ Thrive in a fast-paced, continuous improvement environment, embracing gray areas and ambiguity, while seeking to drive clarity and scalability for your customers and the business
+ Work effectively with your cross-functional partners - surfacing insights that influence product and sales strategies across account teams for your portfolio accounts.
+ Take a self-service-first approach to problem solving and navigating questions internally and externally
+ Be a proven communicator and presenter with a commitment to maintaining good internal and external relationships through passion, empathy, and hard work
+ Help create a company-wide culture of customer-centricity
**What You Bring To The Table:**
+ 7+ years experience in healthcare technology and customer facing roles (required)
+ Proven ability to build deep, trust-based relationships with customer stakeholders
+ Seasoned strategic program and project manager focused on connect the dots thinking that puts client value at the center of everything
+ Skilled at expanding relationships beyond direct contacts through rapport-building
+ Demonstrated ownership of complex, high-value customer accounts
+ Strategic thinker who connects cross-customer trends to shape value propositions.
+ Effective and empathetic internal and external communication
+ Previous experiencing working in one or more of the following areas (required):
+ Experience working within RWD health analytic companies, CROs, or systems integrators in the healthcare sector
+ Application of RWD and RWE in the pharmaceutical and life sciences space
+ Understanding of drug development and/or clinical trials
#LI-BC1
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. This role is eligible for additional variable compensation.
The estimated base salary range (not including variable pay) for this role is:
$120,000-$150,000 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here ( . Know Your Rights ( , explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, ( by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here ( . Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy ( .
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
We are looking for an experienced Customer Success pro who thrives in a fast-paced environment. Customer success is the value organization of Datavant Life Sciences. We are accountable for driving meaningful, measurable outcomes for our customers by aligning our products and services with their strategic objectives-maximizing value, accelerating time to impact, and fostering long-term, expansive relationships. As such, we need an experienced relationship management individual who can drive success for our customers.
This role includes responsibilities for Customer Success outcomes (e.g., value realization, customer satisfaction, renewals, etc.) and activities (e.g., delivery, adoption, advocacy, retention, etc.).
**You Will:**
+ Own account management and value management for a dedicated account portfolio of up to 15 accounts in our biopharma segment, with a special focus on end-to-end accelerating value within your portfolio.
+ Lead with curiosity and dive deep into learning and understanding the goals and strategies of our customers and how our solutions and products support those goals
+ Excel in advanced program management and decision-making, balancing thoughtful analysis with speed to execution, appropriately prioritizing, and knowing when and how to escalate complex edge cases effectively
+ Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
+ Thrive in a fast-paced, continuous improvement environment, embracing gray areas and ambiguity, while seeking to drive clarity and scalability for your customers and the business
+ Work effectively with your cross-functional partners - surfacing insights that influence product and sales strategies across account teams for your portfolio accounts.
+ Take a self-service-first approach to problem solving and navigating questions internally and externally
+ Be a proven communicator and presenter with a commitment to maintaining good internal and external relationships through passion, empathy, and hard work
+ Help create a company-wide culture of customer-centricity
**What You Bring To The Table:**
+ 7+ years experience in healthcare technology and customer facing roles (required)
+ Proven ability to build deep, trust-based relationships with customer stakeholders
+ Seasoned strategic program and project manager focused on connect the dots thinking that puts client value at the center of everything
+ Skilled at expanding relationships beyond direct contacts through rapport-building
+ Demonstrated ownership of complex, high-value customer accounts
+ Strategic thinker who connects cross-customer trends to shape value propositions.
+ Effective and empathetic internal and external communication
+ Previous experiencing working in one or more of the following areas (required):
+ Experience working within RWD health analytic companies, CROs, or systems integrators in the healthcare sector
+ Application of RWD and RWE in the pharmaceutical and life sciences space
+ Understanding of drug development and/or clinical trials
#LI-BC1
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. This role is eligible for additional variable compensation.
The estimated base salary range (not including variable pay) for this role is:
$120,000-$150,000 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here ( . Know Your Rights ( , explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, ( by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here ( . Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy ( .
View Now
8
Senior Customer Success Manager
43201 Columbus, Ohio
Wilson Language Training
Posted 14 days ago
Job Viewed
Job Description
Senior Customer Success Manager
**Department:** Customer Experience
**Location:**
Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.
The success of our team members is no less paramount. We-re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work. Are you ready to be a changemaker?
Wilson Language training is growing and is looking to hire a Senior Customer Success Manager.
Our company is growing and looking to hire a Sr. Customer Success Manager (SCSM) to join our team. As an Sr. Customer Success Manager - Education Industry, you will be a key strategic partner to K-12 district leaders, as their trusted Wilson Advisor, driving customer engagement, adoption, and long-term value from our solutions. You will own a portfolio of accounts and be accountable for revenue retention and growth by building trusted relationships, understanding customer goals, and guiding them through every stage of the customer journey. Your success will be measured by renewal rates, expansion revenue, customer satisfaction, and product adoption metrics. This is a highly collaborative role both internally and externally, requiring strong communication, analytical thinking, and a proactive mindset. You-ll also play a leadership role within the Customer Success team by mentoring peers and contributing to scalable, customer-centric processes.
**Essential Job Functions:**
+ Manage a portfolio/territory of K-12 education customers, developing deep, multi-tiered relationships with district leaders and implementation teams to become a trusted advisor and strategic partner.
+ Own revenue retention and expansion goals across your portfolio by minimizing churn, increasing product adoption, and identifying upsell and cross-sell opportunities.
+ Drive high customer satisfaction and loyalty as measured by retention rates, customer health scores, expansion revenue, and Customer Net Promoter Score (CNPS).
+ Develop a deep understanding of each customer-s organizational goals, key success metrics, challenges, and strategic initiatives to proactively deliver value, guide their success, and be a true consultant to support overcoming challenges.
+ Monitor account health, usage trends, and key metrics to identify risks and opportunities; act quickly to resolve issues and capitalize on growth potential.
+ Partner cross-functionally with Sales, Support, Product, Operations, Marketing, and Implementation teams to ensure seamless onboarding, smooth product adoption, and a consistent customer experience throughout the journey.
+ Act as a voice of the customer by providing insights to internal teams that influence product development, roadmap prioritization, and process improvements.
+ Serve as a creative leader and mentor within the Customer Success organizations, sharing best practices, developing enablement materials, and supporting the growth of CSMs and Customer Success Specialists (CSSs).
+ Experienced in building scalable CS playbooks, leading high-impact sales and implementation pitches, and producing tailored marketing materials that accelerate customer adoption and retention.
+ Demonstrates a deep understanding of state-level political, policy, and budget initiatives that influence district decision-making, funding priorities, and program adoption.
+ Take personal ownership of your customers- success, demonstrating a proactive, solution-oriented mindset and an unwavering commitment to outcomes.
+ Leverage critical thinking and problem-solving skills to navigate complex customer scenarios with professionalism and empathy.
+ Apply active listening and consultative questioning to uncover needs beyond surface-level requests, delivering tailored recommendations that drive long-term success.
+ Contribute to the ongoing development and scalability of Customer Success processes and tools to support a growing enterprise customer base.
+ Must be willing to travel at times to engage with customers face-to-face (Approximately 25% - 35%)
+ Understand and display WLT-s values
+ Other duties as assigned
**Minimum Requirements:**
**Skills and Experience**
+ Passion for service, helping others and seeing your customers and team succeed
+ 10+ years of experience in Customer Success, Account Management, or related roles, preferably in the K-12 education or EdTech industry
+ Proven track record of meeting or exceeding retention and expansion targets within an enterprise customer portfolio
+ Deep understanding of the K-12 education landscape, including the needs of district and school-level stakeholders
+ Exceptional interpersonal skills with the ability to build trust and influence across all levels of an organization, from frontline implementers to superintendents and executives
+ Strong analytical skills and ability to use customer data to guide decision-making and drive value
+ Demonstrated ability to manage complex customer relationships and navigate cross-functional collaboration
+ Proactive problem solver with a customer-first mindset and a knack for resolving challenges with creativity and empathy
+ Experience leading Executive Business Reviews and articulating product ROI to senior leadership
+ Comfortable working in a fast-paced, evolving environment, with a high degree of personal accountability
+ Experience mentoring others and contributing to process improvement within a growing Customer Success organization
+ Familiarity with and comfort learning CS tools and platforms such as Salesforce, Netsuite, Vidyard, Power BI, or similar is a plus
+ Ability to travel to client sites for client visits
**Education or Certification**
+ Bachelor's Degree or related work experience
Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:
+ Medical, dental, vision, and Life & Disability Insurance
+ 401k plan with partial employer match
+ Paid Time Off
+ Paid holidays
+ Tuition reimbursement
+ -O-Connor days,- which refers to a company-wide office closure between Christmas and New Year-s Eve, as well as other perks.
Anticipated Salary Range: $61,400 - $90,067.
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V
**Department:** Customer Experience
**Location:**
Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.
The success of our team members is no less paramount. We-re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work. Are you ready to be a changemaker?
Wilson Language training is growing and is looking to hire a Senior Customer Success Manager.
Our company is growing and looking to hire a Sr. Customer Success Manager (SCSM) to join our team. As an Sr. Customer Success Manager - Education Industry, you will be a key strategic partner to K-12 district leaders, as their trusted Wilson Advisor, driving customer engagement, adoption, and long-term value from our solutions. You will own a portfolio of accounts and be accountable for revenue retention and growth by building trusted relationships, understanding customer goals, and guiding them through every stage of the customer journey. Your success will be measured by renewal rates, expansion revenue, customer satisfaction, and product adoption metrics. This is a highly collaborative role both internally and externally, requiring strong communication, analytical thinking, and a proactive mindset. You-ll also play a leadership role within the Customer Success team by mentoring peers and contributing to scalable, customer-centric processes.
**Essential Job Functions:**
+ Manage a portfolio/territory of K-12 education customers, developing deep, multi-tiered relationships with district leaders and implementation teams to become a trusted advisor and strategic partner.
+ Own revenue retention and expansion goals across your portfolio by minimizing churn, increasing product adoption, and identifying upsell and cross-sell opportunities.
+ Drive high customer satisfaction and loyalty as measured by retention rates, customer health scores, expansion revenue, and Customer Net Promoter Score (CNPS).
+ Develop a deep understanding of each customer-s organizational goals, key success metrics, challenges, and strategic initiatives to proactively deliver value, guide their success, and be a true consultant to support overcoming challenges.
+ Monitor account health, usage trends, and key metrics to identify risks and opportunities; act quickly to resolve issues and capitalize on growth potential.
+ Partner cross-functionally with Sales, Support, Product, Operations, Marketing, and Implementation teams to ensure seamless onboarding, smooth product adoption, and a consistent customer experience throughout the journey.
+ Act as a voice of the customer by providing insights to internal teams that influence product development, roadmap prioritization, and process improvements.
+ Serve as a creative leader and mentor within the Customer Success organizations, sharing best practices, developing enablement materials, and supporting the growth of CSMs and Customer Success Specialists (CSSs).
+ Experienced in building scalable CS playbooks, leading high-impact sales and implementation pitches, and producing tailored marketing materials that accelerate customer adoption and retention.
+ Demonstrates a deep understanding of state-level political, policy, and budget initiatives that influence district decision-making, funding priorities, and program adoption.
+ Take personal ownership of your customers- success, demonstrating a proactive, solution-oriented mindset and an unwavering commitment to outcomes.
+ Leverage critical thinking and problem-solving skills to navigate complex customer scenarios with professionalism and empathy.
+ Apply active listening and consultative questioning to uncover needs beyond surface-level requests, delivering tailored recommendations that drive long-term success.
+ Contribute to the ongoing development and scalability of Customer Success processes and tools to support a growing enterprise customer base.
+ Must be willing to travel at times to engage with customers face-to-face (Approximately 25% - 35%)
+ Understand and display WLT-s values
+ Other duties as assigned
**Minimum Requirements:**
**Skills and Experience**
+ Passion for service, helping others and seeing your customers and team succeed
+ 10+ years of experience in Customer Success, Account Management, or related roles, preferably in the K-12 education or EdTech industry
+ Proven track record of meeting or exceeding retention and expansion targets within an enterprise customer portfolio
+ Deep understanding of the K-12 education landscape, including the needs of district and school-level stakeholders
+ Exceptional interpersonal skills with the ability to build trust and influence across all levels of an organization, from frontline implementers to superintendents and executives
+ Strong analytical skills and ability to use customer data to guide decision-making and drive value
+ Demonstrated ability to manage complex customer relationships and navigate cross-functional collaboration
+ Proactive problem solver with a customer-first mindset and a knack for resolving challenges with creativity and empathy
+ Experience leading Executive Business Reviews and articulating product ROI to senior leadership
+ Comfortable working in a fast-paced, evolving environment, with a high degree of personal accountability
+ Experience mentoring others and contributing to process improvement within a growing Customer Success organization
+ Familiarity with and comfort learning CS tools and platforms such as Salesforce, Netsuite, Vidyard, Power BI, or similar is a plus
+ Ability to travel to client sites for client visits
**Education or Certification**
+ Bachelor's Degree or related work experience
Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:
+ Medical, dental, vision, and Life & Disability Insurance
+ 401k plan with partial employer match
+ Paid Time Off
+ Paid holidays
+ Tuition reimbursement
+ -O-Connor days,- which refers to a company-wide office closure between Christmas and New Year-s Eve, as well as other perks.
Anticipated Salary Range: $61,400 - $90,067.
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V
View Now
9