Customer Success Manager

Skillsoft is seeking a Customer Success Manager to own post-sale customer and value strategy across a portfolio of enterprise customers in the Eastern region. The role partners with customers and internal teams to advance learning and skills strategies, demonstrate measurable value, mitigate risks, and support retention and expansion.

Responsibilities:

• Build trusted, strategic relationships with customers, including senior and executive stakeholders
• Conduct business-focused discussions with stakeholders at all levels, including executive leaders, to understand priorities, challenges, and desired outcomes
• Establish measurable success criteria and demonstrate the business value and impact of Skillsoft solutions
• Lead strategic business reviews focused on business outcomes, skills strategy, value, future priorities, risks, and opportunities
• Help customers advance their learning and skills strategies
• Partner closely with Account Executives to develop account strategy, identify whitespace, support expansion opportunities, and strengthen renewal readiness
• Proactively identify customer health risks and develop mitigation plans and save strategies
• Understand the customer's broader learning and talent technology ecosystem
• Orchestrate internal Skillsoft resources to address customer priorities, opportunities, and challenges

Requirements:

• 5+ years of experience in Customer Success, Strategic Account Management, Consulting, Professional Services, or a related customer-facing role
• Bachelor's degree in business, education, talent management, or a related field, or equivalent professional experience
• Demonstrated ability to manage and grow relationships with complex customers
• Strong business acumen with the ability to understand a customer's strategy and connect workforce and skills initiatives to broader organizational priorities
• Experience building relationships with senior executives and C-suite stakeholders
• Ability to move comfortably between strategic conversations and operational execution
• Strong discovery and consultative skills with the ability to uncover business challenges, priorities, desired outcomes, and opportunities
• Ability to analyze customer and platform data and translate it into insights, recommendations, value stories, and executive-level conversations
• Strong presentation and storytelling capabilities with the ability to communicate complex ideas clearly and credibly
• Experience developing strategic account plans, success plans, business cases, or value realization strategies
• Demonstrated ability to identify customer risk and develop proactive mitigation strategies
• Excellent project management and organizational skills with the ability to manage multiple strategic customer relationships simultaneously
• Experience within the learning, talent, HR technology, SaaS, or digital learning industry
• Familiarity with enterprise learning and talent ecosystems such as Workday, Cornerstone, SAP SuccessFactors, Degreed, or similar platforms
• Experience using Salesforce, ChurnZero, or similar CRM/Customer Success platforms
• Strong PowerPoint and Excel skills with the ability to develop compelling executive presentations and analyze customer data
• Experience managing enterprise or complex strategic accounts