Senior Customer Success Manager - Reforge Learning

Realtimeboardglobal is the parent company of Reforge Learning, a team focused on enhancing customer success through strategic partnerships and AI tools. The Senior Customer Success Manager will manage key enterprise accounts, drive retention, and develop customer success frameworks while collaborating with internal teams to influence product development.

Responsibilities:

• Own a portfolio of Reforge’s most strategic enterprise accounts including Microsoft, Google, Capital One, McKinsey, and others
• Serve as the primary trusted advisor to VP and C-suite product leaders across multi-year, high-value relationships
• Drive retention and expansion as your primary commercial responsibility
• Proactively identify at-risk accounts, design targeted intervention strategies, and ensure every account renews and grows
• Build the Customer Success function from the ground up by developing playbooks, health scoring models, onboarding frameworks, and engagement cadences that will serve as the foundation for the team as it scales
• Act as the critical feedback loop between customers and internal teams by surfacing product insights, roadmap input, and customer sentiment to Sales, Product, and Marketing in a way that directly influences what gets built
• Partner with the Enterprise Sales leader on go-to-market strategy, renewal negotiations, and expansion opportunities, operating at the commercial intersection of Customer Success and Sales
• Leverage AI and automation to scale your impact by building workflows and systems that enable high-touch engagement at scale