Udacity LearnVantage Mid-Market Account Success Management Senior Manager

Accenture•Milwaukee, NY

22h•Onsite

About The Position

Accenture is a global leader in helping organizations transform how their people learn and work using technology and innovative learning solutions. Through LearnVantage, we partner with enterprise clients to design and deliver high-quality, scalable, and outcome-driven learning experiences. Our focus is on enabling workforce transformation by combining modern instructional design, digital learning platforms, and emerging technologies.

Requirements

Minimum 10 years of experience in Customer Success, Account Management, Professional Services, or related SaaS roles, with at least 4 years in a senior leadership or director-level capacity managing teams of 5 or more.
Minimum 10 years of hands-on experience owning and reporting on SaaS metrics including ARR, MRR, NRR, GRR, CAC, LTV, churn, and product adoption, with demonstrated ability to influence those metrics directionally.
Minimum 10 years of experience directly owning renewal and expansion revenue targets, with a track record of achieving or exceeding GRR ≥90% and NRR ≥105% (or equivalent benchmarks for your segment).
Minimum 10 years of experience building or scaling a Customer Success organization in a high-growth B2B SaaS environment (e.g., company growing >20% YoY or from Series B through IPO stage).
Minimum 5 years of experience presenting business reviews, forecasts, or strategic recommendations to C-suite executives or Board-level stakeholders.
Minimum 10 years of cross-functional leadership experience, formally partnering with Sales, Product, and/or Finance to drive shared outcomes such as retention, adoption, or revenue growth.
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)

Responsibilities

Define and execute the company's Customer Success strategy, aligning customer outcomes with overall business objectives.
Build, lead, and develop a high-performing Customer Success organization, including hiring, coaching, and performance management.
Own the end-to-end post-sales customer lifecycle, from onboarding and adoption through renewal and expansion.
Drive customer retention and growth by being a key influencer of important recurring revenue metrics, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Establish scalable customer engagement models, processes, and playbooks that support company growth and operational excellence.
Develop customer health programs and leverage data-driven insights to proactively identify risks, improve adoption, and maximize customer value.
Partner cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Finance to deliver a seamless customer experience and influence business strategy.
Serve as the executive voice of the customer, translating customer feedback into actionable product, service, and process improvements.
Build executive relationships with strategic customers, leading Executive Business Reviews and ensuring customers achieve measurable business outcomes.
Establish and report on Customer Success KPIs, forecasting renewals and churn, and providing regular insights and recommendations to executive leadership and the Board.