QA North America · 2 days ago
Sr Customer Success Manager (Remote)
United States
Full-time
Remote
Senior LevelQA North America is a global leader in technology and digital skills development, trusted by numerous organizations worldwide. The Sr Customer Success Manager will be responsible for developing strong relationships with strategic client accounts, ensuring platform adoption, customer satisfaction, and driving revenue retention and growth.
Corporate TrainingDevOpsEdTechEducationEnterprise SoftwareInformation TechnologyInternetSaaSTrading Platform
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
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
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
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
Demonstrable proof of recent learning (e.g., vendor certification, university course)
Analytical with a data-driven mindset
Preferred
Preferred experience in the EdTech space, such as Udemy, Coursera or Pluralsight
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, that 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, that goes up to 4% after two years, no vest
Medical, dental and vision through Cigna and Guardian - 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
Pre-tax commuter benefits to those based out of NYC office
Company
QA North America
Learn. To Change. Cloud Academy is now QA, one of the world's largest tech training companies.
Founded in 2013
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$3.1MKey Investors
Vertex Ventures US
2019-07-10Acquired
2015-05-08Series A· $3M
2014-11-01Seed· $0.1M
Leadership Team
Amanda Summers
VP of Partnerships and Channel
Recent News
2024-05-19
Company data provided by crunchbase