Customer Success Manager

Training & eTracking Solutions is a fast-growing online training and compliance platform serving various sectors in human services and healthcare. They are seeking a Customer Success Manager to enhance the customer experience, manage relationships, and ensure clients derive maximum value from their platform.

Responsibilities:

• Lead customer onboarding and ensure new customers are set up for success
• Serve as the primary point of contact for assigned customers
• Build strong relationships with administrators, executives, and training leaders
• Help customers understand and use the LMS, compliance tracking tools, reporting features, and training content
• Conduct check-ins, platform walkthroughs, and customer success calls
• Monitor customer usage and proactively identify accounts that may need additional support
• Answer customer questions and coordinate with internal teams to resolve issues
• Gather customer feedback and communicate trends, pain points, and product requests to leadership and the technology team
• Support renewals by maintaining strong relationships and demonstrating ongoing value
• Identify upsell opportunities where additional services, courses, compliance support, or technology features would benefit the customer
• Maintain accurate customer notes, follow-up tasks, and account information in the CRM or internal tracking systems
• Help create customer-facing resources, guides, FAQs, and training materials
• Represent the company professionally during customer meetings, demos, conferences, and follow-up conversations

Requirements:

• Experience in customer success, account management, client services, sales support, implementation, training, or a related role
• Strong communication and relationship-building skills
• Comfortable learning and explaining software platforms
• Highly organized with strong follow-through
• Ability to manage multiple accounts and priorities at the same time
• Comfortable working in a growing company where processes are evolving
• Strong problem-solving skills and a customer-first mindset
• Experience with LMS platforms, healthcare, human services, compliance, or workforce training