Client Success Manager (CSM)

As a Client Success Manager (CSM) at Absorb, you will play a dual impact role—owning client relationships while driving product adoption and simultaneously serving as an L&D practitioner who understands how to build, scale, and measure learning programs that deliver meaningful business outcomes. We’re looking for someone who brings deep Customer Success expertise paired with real-world Learning & Development program building experience, ideally gained within a B2B SaaS environment. In this role, you will guide clients in maximizing their LMS investment, translate L&D strategy into actionable product usage, and clearly demonstrate measurable ROI tied to Absorb LMS.

What you’ll do:

• Develop trusted, strategic relationships with a portfolio of clients that promote long-term retention and loyalty.

• Manage the client lifecycle from post onboarding through adoption, expansion, advocacy, and renewal.

• Leverage your L&D background to help clients design, implement, and optimize learning programs using Absorb LMS.

• Consult on and measure program effectiveness, tying learning outcomes and usage back to business goals and product ROI.

• Deliver training, best practices, and enablement sessions that help clients get the most from Absorb LMS.

• Proactively monitor client health, identifying risks, driving escalations, and developing action plans.

• Identify and route upsell and expansion opportunities to the Account Management team.

• Collaborate cross functionally with Product, Support, Professional Services, and other internal teams.

• Maintain accurate client documentation within internal systems/tools.

What you’ll bring:

• 4–6 years of experience in B2B SaaS, ideally within LMS, HR Tech, EdTech, or learning solutions industries.

• Background as a Learning & Development practitioner, including experience designing, executing, and evaluating training programs.

• Demonstrated ability to tie learning initiatives to measurable outcomes—customer engagement, program ROI, adoption metrics, or business KPIs.

• Strong client-facing skills: communication, relationship-building, executive alignment, and consultative problem-solving.

• Comfort translating technical concepts into accessible explanations.

• Strong commercial and business acumen.

• Excellent time management and project management capabilities.

• Working understanding of SaaS, APIs, and core web technologies.

Additional preferred qualifications:

• Experience with CS and productivity tools such as ChurnZero, Salesforce, JIRA, and Zendesk.

• Previous involvement in change management, enablement, or instructional design projects.

• Experience advising clients on LMS or L&D ecosystem best practices.

What we offer:

• Fully remote-first work with flexible work arrangements

• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location

• New Hire Equipment Allowance and monthly Flex Allowance to support your success

• Endless opportunity for career growth and internal mobility

• Employee driven DE&I programs

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do

• We’re united, and we grow through our commitment to elevating continual learning!