Develop deep relationships with stakeholders to provide best practices, guidance, and strategic roadmaps for workforce transformation.
Partner with customers to define clear success criteria and business outcomes, then proactively track and report on progress against those objectives.
Act as the internal voice of the customer, translating user needs and feature requests into actionable insights for the O’Reilly Product and Engineering teams.
Drive rapid 'Time-to-Value' by leading structured onboarding sessions that move customers from initial login to active, habitual usage.
Conduct live training, webinars, and feature demonstrations to ensure users are leveraging the latest platform capabilities.
Use data and analytics to monitor account health, identify low-engagement areas, and execute plays to get customers back on track.
Partner closely with Strategic Account Managers to provide the 'Success perspective' for account planning and help identify potential growth areas based on usage trends.
Serve as the lead point of contact for navigating and resolving critical customer situations, ensuring a seamless experience across all O'Reilly departments.

Bachelor’s Degree
3+ years in a customer-facing role such as Customer Success, Professional Services, or Technical Consulting.
Deep understanding of SaaS business models and how to drive user adoption in a subscription-based environment.
Strong written and verbal communication skills; ability to present confidently to both technical teams and executive leadership.
Comfortable using data to tell a story and prove the value of a platform to stakeholders.
Proven ability to build relationships across diverse internal teams (Product, Sales, Services).

Customer Success Manager

Key skills