Customer Success Manager

Skillsoft is a global provider of AI-native skills management, learning, and workforce insights that helps organizations build workforce capabilities and achieve measurable business outcomes. The Customer Success Manager will manage strategic enterprise customers, serving as a trusted advisor while driving onboarding, adoption, value realization, renewal readiness, retention, and expansion. The role also requires cross-functional collaboration and executive stakeholder engagement to ensure long-term customer success.

Responsibilities:

• Serve as a strategic advisor to enterprise customers, connecting Skillsoft solutions to workforce, talent, skilling, and business transformation priorities
• Act as the source of truth for customer health, account strategy, stakeholder dynamics, risks, opportunities, and next actions
• Develop and execute customer success plans aligned to business objectives, success measures, workforce initiatives, and desired outcomes
• Build and maintain trusted relationships across executive sponsors, business leaders, HR, talent, learning, and technology stakeholders
• Drive customer outcomes by helping organizations define, measure, and achieve meaningful workforce and business results
• Lead strategic reviews that connect customer goals, skills development, adoption trends, business impact, and future opportunities
• Identify and mitigate customer risk early by monitoring account health, stakeholder engagement, adoption signals, and business changes
• Own renewal readiness through proactive planning, risk management, stakeholder alignment, and value realization long before the renewal window
• Create executive alignment by facilitating conversations that strengthen sponsorship, governance, and organizational commitment
• Partner cross-functionally with sales, solutions, services, support, and product teams to deliver a seamless customer experience
• Surface growth opportunities by identifying expansion signals, workforce initiatives, and emerging customer priorities
• Leverage customer insights to influence product direction, service improvements, customer programs, and go-to-market strategy

Requirements:

• 5+ years of professional Customer Success, Sales or Professional services experience with a Bachelor's Degree in business, education, or related field; or equivalent experience
• Experience leading complex customer relationships and driving measurable business outcomes within enterprise organizations
• Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers
• Demonstrated ability to analyze data, identify trends, and translate insights into strategic recommendations and action plans
• Excellent communication skills with the ability to influence stakeholders from program managers through executive leadership
• Experience using Salesforce CRM and Churn Zero or CSP equivalent
• Advanced proficiency in Excel, PowerPoint, and data-driven storytelling tools
• Knowledge of workforce transformation, AI-enabled learning solutions, talent development, or HR technology ecosystems