Senior Customer Success Manager

🕒 Outubro 23

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Intellum

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

💼 Consultoria

📣 Marketing

🏥 Saúde

Consulting • Marketing • Healthcare

A Intellum é uma empresa focada em transformar o aprendizado em crescimento para as empresas, oferecendo uma plataforma abrangente para educar clientes, parceiros e funcionários. Ela oferece uma gama de soluções, incluindo conteúdo ao vivo e sob demanda, programas de certificação e serviços de consultoria para aprimorar iniciativas educacionais. Com ênfase na ciência do aprendizado, a Intellum apoia empresas na criação de experiências educacionais envolventes que impulsionam a retenção e a receita.

Descrição

• Ensure high levels of customer satisfaction for Intellum’s key accounts through relationship building, problem solving, and mapping product value of Intellum’s native AI features to innovative learning programs • Drive enterprise L&D programs in partnership with Intellum customers to support customer retention and growth • Act as primary relationship owner and deliver measurable value through regular engagement, data-driven consultation, and guidance across Intellum resources and touchpoints • Guide customers in program health for L&D programs • Lead structured health checks and cross-functional, customer-facing Executive Business Reviews • Maintain customer health metrics in CRM tools, assessing initiative health, product utilization, customer sentiment, and portfolio-level experience • Develop and nurture stakeholder relationships • Collaborate with Product, Marketing, Support, and Sales • Develop and maintain Account Action Plans for stability and risk management • Monitor client insights dashboards, identify improvement opportunities and health risks, and escalate appropriately • Surface account expansion opportunities and partner with Sales • Position Intellum roadmap and releases to achieve business outcomes • Inform clients about platform updates and guide product migrations • Represent the customer internally through product feedback and advocacy • Educate customers on adoption, engagement, and content efficacy strategies • Participate in occasional industry events, webinars, and conferences • Relay organizational news and initiatives • Meet measures including customer retention/GRR, health-check and EBR completion, stakeholder relationships, and accurate customer health documentation

🎯 Requisitos

• 5-10+ years of work experience in L&D, Enablement, Account Management, Management Consulting, or Customer Success • Deep exposure to L&D with a point of view on enterprise learning programs • Experience with SaaS, LMS, CMS, and/or software development management (LMS preferred) • Demonstrable success in building stakeholder relationships • Familiarity with CRM, Project Management, and Software development tools (Salesforce, Atlassian products, Asana, Zendesk) (preferred) • Proficient in Google Suite and Mac OS (preferred) • Bachelor’s degree in a related field or equivalent experience • Ability to absorb complexity and communicate it with simplicity, tailoring approach based on audience • Ability to identify and solve problems effectively, independently and collaboratively • Ability to build relationships with customers and cross-functional teams • Comfort navigating data sources and discerning meaning from numbers • High level of self-organization and ownership; ability to manage high workflow volume and pace

🏖️ Benefícios

• Medical - 100% of employee premiums for selected individual plans • Dental - 100% of employee premiums covered • Vision - 100% of employee premiums covered • LinkedIn Learning • 401(k) plus matching (US Based Only) • Flexible PTO • Calm subscription • Annual Company Retreat • Personal development budgets

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