Customer Success Manager - U.S. Remote

CYPHER LEARNING, INC.•Plano, TX

2d•Remote

About The Position

CYPHER Learning is seeking a driven and customer-focused Customer Success Manager (CSM) to join their growing, globally distributed team. This role involves building on relationships established during the sales process to ensure customers realize measurable business impact and learning outcomes through CYPHER Learning’s platform and achieve their business and learning objectives. Success in this role means driving strong adoption, leading successful implementations, and maintaining high levels of customer engagement and satisfaction. The CSM will proactively identify risks and opportunities, positioning customers for long-term success while driving expansion, renewals, and overall account growth. As the primary point of contact, the CSM will partner closely with stakeholders across customer organizations and collaborate with internal teams to deliver a seamless, high-impact customer experience.

Requirements

Experience in LMS, learning technologies, training enablement or skills development solutions is required for success in this role.
Experience engaging with Learning & Development, HR, Enablement, or Training stakeholders within customer organizations.
5–10 years of experience in Customer Success, Account Management, or a client-facing role, with a track record of driving customer outcomes, retention, and account growth.
Experience in B2B SaaS environments, with an understanding of subscription models, adoption metrics, and customer lifecycle management.
Proven ability to manage a portfolio of accounts, balancing personalized engagement with a data-driven, scalable approach.
Experience driving retention, renewals, and expansion, with the ability to identify and convert growth opportunities within existing accounts.
Ability to translate customer goals into measurable outcomes through structured success plans and clear value realization.
Strong communication and presentation skills, with experience leading customer discussions and engaging stakeholders across multiple levels, including executive audiences.
Strong business, technical, and learning-domain acumen, with the ability to connect platform capabilities to customer business goals.
Strategic thinking and problem-solving skills, with the ability to navigate ambiguity and drive outcomes in a fast-paced environment.
Ability to work effectively across global and cross-cultural environments, engaging diverse customer organizations.

Nice To Haves

Bachelor’s degree in Business, Technology, Education, or a related field is preferred.
Experience in LMS or learning technologies is a plus.

Responsibilities

Serve as a trusted advisor to customer stakeholders, guiding learning, adoption, and workforce enablement strategies that drive measurable business outcomes.
Drive customer onboarding and implementation, ensuring a smooth transition from sale to activation and early value realization.
Monitor customer engagement and usage trends, proactively identifying and addressing adoption risks.
Build strong customer relationships to uncover expansion opportunities and support upsell and account growth.
Own renewal readiness by maintaining high satisfaction, resolving issues quickly, and reinforcing ongoing value.
Develop and execute customer success plans that align to business goals, milestones, and measurable outcomes.
Lead periodic business reviews to assess performance, align on priorities, and identify opportunities for optimization and growth.
Partner cross-functionally with Sales, Product, and Support to ensure a seamless customer experience and relay actionable feedback.
Establish multi-threaded relationships across customer organizations, from end users to executive stakeholders.
Develop deep expertise in CYPHER Learning’s platform and learning workflows to guide customers on best practices, enablement strategies, adoption, and long term value realization.
Perform other related duties as assigned.