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Company

Cloud Academy · 5 hours ago

Customer Success Manager

Greater Chicago Area

Full-time

Remote

Mid Level

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Corporate TrainingDevOps

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Responsibilities

Client Onboarding & Training : Facilitate effective onboarding and training for new users.

Customer Success Strategy : Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.

Learning Strategy : Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide. Set up curricula in partnership with the Go-to-Market Consultancy Team.

Relationship Management: Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions. Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.

Platform Adoption : Drive license activation and high engagement with our product and content.

Value Management: Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling.

Revenue Retention & Renewals : Manage revenue retention and ensure high net and gross retention rates.

Growth Strategy : Partner with Account Executives to identify and pursue expansion opportunities.

Financial Management: Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client OnboardingCustomer Success StrategyLearning StrategyRelationship ManagementValue ManagementRevenue RetentionGrowth StrategyFinancial ManagementConsultative SellingCloud PlatformCyber SecurityIT Service ManagementDev OpsE-CommerceVendor Certification

Required

Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals.

Experience with expansion leads and partnering on growth strategies.

Experience managing self-service business at scale with successful lifecycle management strategy leveraging technology.

Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities.

Has gravitas, poise, passion and an executive presence when engaging with senior leaders.

Strong skillset in creating and executing scaled motions to drive value and produce high commercial retention outcomes.

Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals.

Familiarity with leveraging CSP technology to scale customer engagement.

Demonstrable proof of recent learning (e.g., vendor certification, university course).

Analytical with a data-driven mindset.

Preferred

Experience managing customer relationships in IT, Product, Engineering, Marketing, and/or Learning & Development functions.

Experience from top tech companies like Amazon, Microsoft, or Google (or their partners).

SaaS providers such as Rackspace, VMware/Broadcom, or Digital Ocean.

SaaS companies in the EdTech space, such as Udemy or Pluralsight.

Consulting firms like Big 5, either as a past customer, or if you worked for them, particularly in software development, DevOps, or solution architecture.

Managed services experience with a media/marketing agency.

Benefits

4 weeks of vacation per year, goes up to 5 weeks after 2 years

5 sick days

2 volunteer days

3 professional development days

12 US holidays

3% match on the 401k, goes up to 4% after two years, no vest

Medical, dental and vision through Aetna - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added

FSAs, HSA (with one medical plan), supplemental insurances

$30/month cell phone reimbursement

$200 equipment stipend every two years