Senior Customer Success Manager

Intellum, Inc.

17d•Remote

About The Position

The Senior Customer Success Manager is responsible for customer satisfaction, retention, and growth across Intellum’s key accounts. The role serves as the primary relationship owner, delivering measurable customer value through regular engagement, data-driven consultation, problem solving, and guidance across Intellum resources and touchpoints. The CSM advises customers on enterprise learning and development (L&D) programs and maps the value of Intellum’s native AI features to innovative learning programs. Intellum CSMs bring deep L&D industry backgrounds and hands-on practitioner experience. They advise impactful customers on knowledge management, learning design, and enablement while taking a proactive, repeatable approach to customer health and program success. The role works cross-functionally to support account retention, identify growth opportunities, and improve customer adoption and outcomes.

Requirements

5–10+ years of work experience in L&D, Enablement, Account Management, Management Consulting, or Customer Success.
Deep exposure to L&D and a point of view on enterprise learning programs.
Experience with SaaS, LMS, CMS, and/or software development management; LMS experience is preferred.
Demonstrable success building stakeholder relationships.
Ability to absorb complex information and communicate it simply, tailoring the approach to the audience.
Ability to identify and solve problems independently and collaboratively.
Strong relationship-building skills with customers and cross-functional teams.
Comfort navigating data sources and interpreting numerical information.
Strong organization and ownership, with the ability to manage high workflow volume and pace.
Bachelor’s degree in a related field or equivalent experience.

Nice To Haves

Familiarity with CRM, project management, and software development tools such as Salesforce, Atlassian products, Asana, and Zendesk.
Proficiency in Google Suite and Mac OS.
Experience with LMS platforms.

Responsibilities

Advise customers on the health of their L&D programs.
Own and lead structured customer health checks and cross-functional, customer-facing Executive Business Reviews.
Maintain customer health metrics in CRM tools, assessing initiative health, product utilization, customer sentiment, and portfolio-level experience.
Develop and nurture strong relationships with customer stakeholders.
Collaborate with Product, Marketing, Support, and Sales to provide a seamless customer experience.
Develop and maintain Account Action Plans for account stability and risk management.
Monitor client insight dashboards to identify opportunities to improve utilization, adoption, and program success.
Identify customer health risks and escalate them for appropriate cross-functional and leadership attention.
Identify potential account expansion opportunities and partner with Sales to align customer initiatives with Intellum capabilities, products, and services.
Position the Intellum roadmap and new releases as ways to achieve customer business outcomes.
Inform clients about relevant platform updates and explain how they support program goals; guide relevant product migration efforts.
Represent the voice of the customer internally through product feedback, customer advocacy, and experience management.
Educate customers on strategies to improve adoption, engagement, and content efficacy.
Participate occasionally in industry events, including company webinars and conferences.
Communicate organizational news and initiatives to customers in a timely manner.