Customer Success Manager

Job Title: Customer Success Manager (Training Software)

Location: Saint John, Open for Remote work

About Us:
We provide custom learning solutions, channel partner enablement services and applications development. Since 1984, CGS has been delivering expert, cross-industry solutions across multiple platforms. To learn more about us, visit www.cgsinc.com

Job Summary:
We are seeking a proactive and results-driven Customer Success Manager to join our team. In this role, you will be responsible for building strong relationships with our clients, ensuring they derive maximum value from our e-learning products and services. You will act as a trusted advisor, guiding customers through their journey and helping them achieve their training objectives.

Key Responsibilities:

• Customer Onboarding: Lead the onboarding process for new clients, providing training and support to ensure a smooth transition to our platform.
• Account Management: Develop and maintain strong relationships with assigned clients, understanding their unique needs and challenges.
• Proactive Engagement: Regularly check in with clients to assess satisfaction, gather feedback, and identify opportunities for further engagement.
• Success Planning: Collaborate with clients to create tailored success plans that align with their learning goals and business objectives.
• Training and Support: Provide ongoing training and support to clients, helping them effectively utilize our e-learning solutions and maximize their return on investment.
• Data Analysis: Monitor client usage and engagement metrics, identifying trends and providing insights to drive customer success.
• Cross-Functional Collaboration: Work closely with sales, product, and marketing teams to relay customer feedback and advocate for client needs.
• Renewal and Upsell Opportunities: Identify opportunities for account renewals, upselling additional services, and expanding client relationships.
• Customer Advocacy: Serve as the voice of the customer within the organization, ensuring their needs are prioritized in product development and service delivery.

Qualifications:

• Bachelor’s degree in business, Education, or a related field.
• 3+ years of experience in customer success, account management, or a similar role, preferably in the e-learning or training industry.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients.
• Analytical mindset with experience in using data to drive decision-making.
• Proficient in CRM software and other customer success tools.