Key skills
Customer SuccessAccount ManagementB2B SaaSProduct-Led GrowthActivation MetricsAdoption MetricsSelf-Serve ExpansionTrain-the-Trainer ProgramFacilitator EnablementProduct Roadmap CollaborationIn-Product UXCustomer OnboardingUpsellingRenewal ManagementHR TechLearning and DevelopmentEnterprise Learning PlatformsSaaSCommunicationSales
About this role
Dice is a company seeking a Customer Success Manager to enhance their customer engagement strategies. In this role, you will design onboarding experiences, manage product-led growth initiatives, and ensure customer satisfaction through effective onboarding and account expansion.
Responsibilities:
- Design and run a train-the-trainer program that equips customer facilitators to deliver Company simulations independently and well
- Build and own our product-led growth (PLG) motion - defining activation and adoption metrics, in-product prompts and nudges, and self-serve pathways that drive expansion without requiring a sales-led touch
- Design and run a facilitator onboarding experience built directly into the product, so new facilitators can ramp themselves with minimal manual enablement
- Partner closely with Product on roadmap input, in-product UX for onboarding and adoption, and feedback loops from customers and facilitators
- Own customer onboarding - from kickoff through first value - for new accounts, ensuring a fast, consistent path to activation
- Expand and grow existing accounts, identifying opportunities for deeper adoption, additional use cases, and upsell, and owning renewal and expansion outcomes
Requirements:
- 7+ years in customer success, account management, or a related customer-facing role at a B2B SaaS company, including experience owning a book of business
- Direct experience building or scaling a product-led growth motion - you understand activation, adoption, and self-serve expansion, not just sales-led account management
- Experience designing and delivering train-the-trainer or facilitator enablement programs; Comfort standing in front of a room (virtual or in-person) and teaching others to teach
- A track record of working closely and effectively with Product - translating customer and facilitator needs into product requirements, and shipping in-product experiences (not just decks and playbooks)
- Experience in HR tech, L&D, or enterprise learning platforms is a strong plus, given Company's customer base of HR and L&D leaders
- Comfort with ambiguity and a build-from-scratch mandate - this role is being defined as much as it's being filled
- Excellent written and verbal communication; Based in the United States