Client Success Manager

Description:

As a Client Success Manager (CSM) at Absorb, you will contribute to the team by using your aptitude for technical knowledge, curiosity for the LMS ecosystem, exceptional communication skills, and ability to strategically engage and build relationships with clients through a high touch agile approach. You will also ensure our clients utilize the LMS to its fullest potential! Lastly, you will use your exceptional relationship skills to engage and retain our customers by helping them utilize our Learning Management System (LMS) in the best way possible.

Interested in hearing more about Absorb's remote first work culture? Listen here:

Absorb Software: Remote Work Culture

What you’ll do:

• Develop trusted relationships with a portfolio of clients that promote retention and loyalty.
• Manage the client journey from post-onboarding to product adoption, expansion, advocacy, and renewal.
• Drive outcomes and demonstrate ROI to key stakeholders throughout the client life-cycle.
• Develop a deep understanding of Absorb LMS and translate client needs into successful use cases.
• Provide product training to ensure clients getting the most out of Absorb LMS.
• Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks.
• Identify upsell and expansion opportunities for the Account Management team.
• Project manage and act as a liaison between the client and internal teams as required.
• Update and maintain client information in our systems/tools.

What you’ll bring:

• Previous LMS/E-Learning experience.
• Excellent written and verbal communication skills; establishing relationships, explaining complex concepts.
• 3+ years previous experience in a customer success / account management / client support or similar role, preferably in a technology - related industry.
• Proven time-management capabilities.
• Basic understanding of core web components and SaaS.