Sr. Customer Success Manager

Skillsoft

8h•Hybrid

About The Position

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress. Skillsoft is seeking an experienced Senior Customer Success Manager (CSM) to be a strategic advisor responsible for driving skills-based outcomes in our Solutions Organization. In this role, you will have the opportunity to lead outcome-based executive level conversations tied to business priorities, not just learning activity.

Requirements

8+ years of professional B2B Customer Success Manager experience with a Bachelor’s degree or commensurate experience
Expertise in being a strategic advisor, have a solution mindset, experience in customer relationship management, to include strengthening C-suite connections and cultivating customer champions.
Proficient in Salesforce, Business Intelligence tools, MS Office Suite, and Customer Success Platform experience such as Gainsight or Churnzero
Excellent communications skills with robust Executive presentation experience
Operational rigor with the ability to drive data-led insights and decision making, as well as, conduct regular pipeline and performance reviews
Deep understanding of and comfortable operating in an AI-enabled, skills based environment
Strategic thinking and problem-solving, with the ability to confidently lead customers through change and platform evolution

Responsibilities

Strategic and Executive Engagement: Translate customer goals into clear success plans with measurable impact. Advise on skills-based workforce transformation, not just learning programs.
Platform, Solution & AI Confidence: Mastery of our solutions and be an expert in the evolving product offering. Speak Credibly about AI-enabled capabilities and limitations. Explain "why this matters" in practical, business terms. Guide customers through ethical, responsible adoption conversations.
Skills Intelligence & Workforce Strategy Fluency: Confidently explain skills vs. competencies, job architectures, and proficiency models. Guide customers through taxonomy decisions, benchmarks, and readiness planning. Articulate the value to the customer of each of these approaches.
Data-Led Insights and Decision Making: Use data to prioritize risk, opportunity, and expansion conversations. Interpret dashboards and metrics to tell a clear story. Tie Engagement and adoption data back to business outcomes.
Cross Functional Orchestration: The quarterback across Product, Professional Services (PS), Sales and Support. The voice of the customer at the account level, into roadmap and prioritization discussion, by feeding product and pricing teams with monetizable insights. A partner in shaping repeatable plays and best practices.
Commercial Acumen & Growth Strategy: Understand commercial levers and account economics. Identify growth signals tied to maturity and outcomes. Confidently partner with Sales on timing, readiness and value.
Change Management & Customer Enablement: Lead customers through change, ambiguity and new operating models. Prepare customers ahead of launches and transitions. Reinforce adoption through structured enablement and reinforcement.