Customer Success Manager

Job Title: Customer Success Manager

Location: US - Remote

About CYPHER Learning

CYPHER Learning exists to give learners the power to succeed in a rapidly changing world. Trainers, learning and development (L&D) pros, HR pros, and educators get everything they need in one platform to deliver faster, more personalized, and better learning outcomes. We provide the only all-in-one AI-powered learning platform that is easy-to-use, beautifully designed, and built to power hundreds of millions of learning moments every day. Create courses faster. Train and teach better. Learn even quicker. Experience our "just in time, just for you, just the way you want to learn" approach that puts people first.

Position Overview:

We're seeking a highly motivated Customer Success Manager (CSM) to join our vibrant startup. This role is responsible for strengthening customer relationships initiated by the Account Executive, ensuring that CYPHER Learning’s subscriptions and services deliver value and help customers achieve their objectives. The CSM supports successful implementation, promotes ongoing customer adoption, and regularly assesses satisfaction to ensure that customers' goals are met, driving opportunities for expansion, upselling, and renewal. Serving as a primary point of contact, the CSM builds and maintains relationships across various levels within customer organizations to enhance the overall customer experience.

Role and Responsibilities:

• Guide a portfolio of CYPHER Learning customers through the activation and adoption phases of the platform by partnering with implementation resources or directly supporting customers who choose to self-implement.
• Monitor customer usage patterns to identify potential barriers to engagement and work proactively with customers to address and resolve any issues.
• Identify upselling and expansion opportunities, collaborating directly with customers or engaging CYPHER Learning Account Executives for larger opportunities.
• Support customer renewals by ensuring high satisfaction levels, particularly when no immediate improvement or expansion opportunity exists.
• Develop a tailored customer success plan for each implementation, outlining key steps, desired outcomes, and metrics for measuring implementation success.
• Conduct regular reviews of renewal opportunities, targeting completion at least one quarter before the renewal date.
• Maintain regular meetings with customers to review the status and value of CYPHER Learning services.
• Build and strengthen relationships across multiple customer levels (e.g., decision-makers, daily contacts, procurement) to ensure comprehensive engagement.
• Possess a solid understanding of CYPHER Learning’s product functionalities to address customer inquiries and recommend new features that align with evolving customer needs.

Qualifications & Requirements:

• Bachelor’s Degree in Business or a related field is preferred.

• 5 to 10 years of experience in a customer success or client-focused role, with a proven track record of understanding customer needs and aligning solutions to ensure long-term success; SaaS experience is preferred.
• Ability to balance individualized customer support with a strategic view across all accounts, demonstrating a pragmatic and detail-oriented approach.
• Exceptional interpersonal, written, and verbal communication skills, including demonstrated experience in facilitating group discussions.
• Proven track record of delivering impactful presentations to internal teams and external clients.
• Comfortable working with quota-based targets and experienced in goal management.
• Technologically adept with a strong grasp of aligning product functionalities to meet specific business requirements.

Our Values:

• Curiosity: Continues learning to stay agile and innovative.
• Connection: Embracing and celebrating our differences.
• Empowerment: Rewarding positive people-centric behaviors and decisions.
• Potential: Challenging status quo and pushing for what’s possible.
• Impact: Making a positive impact for our clients and communities around the world.

In addition to our core values, CYPHER LEARNING is committed to diversity and inclusion in the workplace and is proud to be an affirmative action and equal-opportunity employer. All qualified applicants will receive consideration for employment at CYPHER LEARNING without regard to race, creed, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran, marital, or citizenship status, or any other status protected by law.