Senior Customer Success Manager, Strategic Accounts

EnGen

2d•$78,000 - $110,000•Remote

About The Position

EnGen is seeking an experienced and motivated Senior Customer Success Manager, Strategic Accounts to lead the success and satisfaction of a portfolio of EnGen’s largest and most strategic customers across the U.S. and Canada. In this role, you will serve as a trusted advisor and strategic partner to high-profile clients, helping them successfully upskill their multilingual workforce through EnGen’s platform and services. You will own the full customer lifecycle, from onboarding through renewal, driving customer retention, engagement, expansion opportunities, and measurable customer outcomes. The ideal candidate is a relationship builder, strategic thinker, and customer advocate who thrives in a fast-paced, mission-driven environment. Working cross-functionally with Sales, Product, Operations, Coaching, Marketing, and Data teams, you will deliver exceptional customer experiences, align solutions to customer goals, and help clients maximize the value and impact of their partnership with EnGen.

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.
Occasional travel required for client meetings, conferences, training, and company events (approximately 4 overnight trips and 8–10 travel days per year). Travel is generally flexible and planned around the employee’s schedule whenever possible.

Nice To Haves

Spanish fluency is strongly preferred.

Responsibilities

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.