Senior Customer Success Manager – Strategic Accounts

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $78k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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EnGen

WebsiteLinkedInAll Job Openings

11 - 50 employees

📚 Education

Education • Workforce Development • E-Commerce

EnGen is a Certified B Corporation that delivers workforce-aligned, on-demand English instruction aimed at upskilling workers in high-demand industries. With a patented, AI-powered platform, EnGen connects learners with skills for success, addressing the needs of employers and enhancing the confidence and productivity of employees. By partnering with employers, community colleges, and workforce development organizations, EnGen creates a future-ready workforce, helping individuals achieve career goals and increase job retention.

📋 Description

• Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success. • Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals. • Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one. • Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies. • Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience. • Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance. • Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities. • Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness. • Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references. • Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes.

🎯 Requirements

• 5–7 years of experience in Customer Success, Strategic Account Management, Consulting, or related client-facing leadership roles ideally with for SaaS companies with services and specializing in EdTech, Workforce Development, or similar industries • Proven success managing large and complex customer accounts with strong results in retention, adoption, customer satisfaction, and account growth. • Experience supporting employer partnerships, post-secondary and adult education institutions is highly preferred. Experience working with public-sector programs and other workforce development initiatives is a plus • Strong business acumen, with the ability to align customer goals to strategic solutions and measurable outcomes. • Data-driven mindset with experience using analytics and reporting to guide customer strategy, improve engagement, and drive success. • Strong project management, organizational, problem-solving, and negotiation skills, with the ability to manage multiple priorities in a fast-paced environment. • Excellent communication and relationship-building skills, with the ability to influence stakeholders at all levels, including executive leadership. • Experience collaborating cross-functionally with Sales, Product, Operations, Marketing, and Support teams. • Hands-on experience with CRM tools, Google Workspace, Slack, and customer success or reporting tools. • Self-motivated, proactive, and adaptable professional with a strong customer-first mindset and passion for driving adoption and loyalty. • Ability to remain professional, diplomatic, and composed while managing customer challenges and escalations. • Fluency in English is required; Spanish fluency is strongly preferred.

🏖️ Benefits

• Medical • Dental • 401(k) • Home office reimbursement policy • Professional development budget