Senior Customer Success Manager

🔥 0 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Skillsoft

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

📚 Education

🏢 Enterprise

☁️ SaaS

Education • Enterprise • SaaS

Skillsoft is a company that provides enterprise learning solutions designed to rapidly develop employee skills and close skill gaps. The company offers various customized learning programs, including leadership and business skills, technology skills, compliance and ethics, and AI skills. Skillsoft's learning platforms, such as Codecademy for Enterprise and Skillsoft Percipio, enable organizations to transform their workforces through mentorship, coaching, and instructor-led training. With a focus on integrating learning options into organizational frameworks and supporting workforce development with assessments and reports, Skillsoft aims to prepare teams for the evolving demands of the digital era. More than 12,000 organizations trust Skillsoft for their employee learning and development needs.

📋 Description

• Translate business and workforce priorities into clear customer success strategies • Serve as a strategic advisor to enterprise customers and help maximize Skillsoft’s workforce transformation and skills development solutions • Partner with learning, talent, HR, and business leaders to accelerate adoption, deliver measurable outcomes, strengthen retention, and identify long-term growth opportunities • Own customer success plans across onboarding, adoption, value realization, expansion readiness, and renewal • Align skills development and workforce transformation priorities with measurable business outcomes • Build trusted relationships with executive sponsors and translate platform, engagement, and skills insights into strategic recommendations • Create and maintain customer success plans with goals, milestones, success measures, owners, and review cadences • Guide implementation, launch, promotion, adoption, and optimization of learning and skilling programs • Establish adoption strategies, stakeholder engagement plans, and success measures for platform evolution, AI-powered experiences, and operating-model changes • Analyze engagement, adoption, skills, and outcome data to identify trends and demonstrate value • Lead outcome-focused business reviews covering progress, risks, opportunities, and priorities • Own customer health, identify adoption barriers and churn risks, and coordinate mitigation plans • Drive retention and expansion readiness; identify white-space and growth opportunities with the Account Executive • Maintain customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in designated systems • Orchestrate coordinated execution across Sales, Solutions, Product, Professional Services, Support, and internal teams • Lead resolution of customer issues and concerns • Capture customer feedback and market insight to inform product and customer-success practices • Stay current on digital learning, skills, AI, technology, and workforce trends

🎯 Requirements

• 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services, in enterprise software, digital learning, talent, or HR technology • Bachelor’s degree in business, education, or a related field, or equivalent professional experience • Experience managing a high-volume portfolio of 30+ enterprise customers and up to $7m book of business within an assigned territory • Experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation priorities • Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development • Ability to interpret engagement, adoption, skills, and business outcome data and turn it into a concise, compelling value story and practical recommendations • Demonstrated commercial acumen, including identifying growth signals, influencing account strategy, and supporting retention and expansion outcomes • Strong executive communication, consulting, facilitation, presentation, and relationship-management skills • Effective project and stakeholder management, with the ability to prioritize across a complex customer portfolio and operate with clear follow-through • Critical thinking, problem-solving, and decision-making skills • Ability to adapt to changing customer strategies, platform capabilities, team relationships, and organizational priorities • Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms preferred • Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development preferred • Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook preferred • Experience working across distributed teams and engaging customers and internal stakeholders across ANZ preferred