Senior Customer Success Manager

The Senior Customer Success is responsible for ensuring high levels of customer satisfaction for Intellum’s key accounts through relationship building, problem-solving, and mapping product value of Intellum’s native AI features to innovative learning programs.

The CSM helps drive enterprise Learning & Development (L&D) programs in partnership with Intellum customers, in service of driving customer retention and growth. The CSM acts as the primary relationship owner focused on delivering measurable value to clients through regular engagement, data-driven consultation, and helping each customer navigate their experience across Intellum resources and touchpoints.

Intellum CSMs are uniquely differentiated, having deep L&D industry backgrounds and hands-on practitioner experience. This team provides expert advisory perspective to Intellum’s most impactful customers who are at the cutting edge of knowledge management, learning design, and enablement. This team helps drive growth opportunities and account retention while ensuring a repeatable, proactive approach to customer health and program success.

Key Responsibilities:

Customer Health Management

• Play an advisory role in guiding customers in program health for their L&D programs.
• Own and lead structured health checks and lead cross-functional teams on customer-facing Executive Business Reviews.
• Maintain and update customer health metrics in CRM tools, assessing initiative health, product utilization, customer sentiment, and portfolio-level experience.

• Develop and nurture strong stakeholder relationships with customers engaging with the Intellum platform.
• Collaborate with Product, Marketing, Support, and Sales to ensure a seamless customer experience.
• Develop and maintain Account Action Plans to ensure overall stability and risk management.
• Monitor client insights dashboards to uncover areas for improvement in utilization, adoption, and program success. Identify health risks and elevate those appropriately for added cross-functional and leadership attention.

Strategic Partnership & Growth Enablement

• Surface potential areas for account expansion. Partner with Sales to align customer initiatives with new Intellum capabilities, products, or services.
• Position Intellum roadmap and new releases as mechanisms to achieve business outcomes.

Client Advocacy & Education

• Ensure clients are informed of relevant platform updates and understand how they support program goals. Guide relevant product migration efforts.
• Serve as the voice of the customer internally, providing product feedback, customer advocacy, and experience management.
• Act as a trusted advisor by educating customers on strategies for improving adoption, engagement, and content efficacy.
• Participate in occasional industry events including company webinars and conferences.
• Relay organizational news and initiatives in a timely manner.

Key Competencies

• Ability to absorb complexity and communicate it with simplicity, tailoring approach based on audience.
• Ability to identify and solve problems effectively, both independently and in collaboration with others.
• High attunement to effective relationship building with customers and cross-functional teams.
• Comfort with navigating data sources and discerning meaning from numbers.
• High level of self-organization and ownership. Ability to manage high workflow volume and pace.

You will be measured on:

• Customer retention / Gross Retention Rate (GRR) for owned accounts
• Health check and Executive Business Review (EBR) completion for owned accounts
• Ability to develop strong relationships with client-side stakeholders and represent their interests effectively within Intellum
• Accuracy and completeness of required customer health documentation

Required Experience

• 5-10+ years of work experience in Learning & Development (L&D), Enablement, Account Management, Management Consulting, or Customer Success.
• Deep exposure to L&D with a point of view on enterprise learning programs.
• Experience with SaaS, LMS, CMS, and/or software development management (LMS preferred).
• Demonstrable success in building stakeholder relationships.

Preferred Qualifications

• Familiarity with CRM, Project Management, and Software development tools (Salesforce, Atlassian products, Asana, Zendesk).
• Proficient in Google Suite and Mac OS.

Education

• Bachelor’s degree in a related field or equivalent experience.