Cloud Academy

Customer Success Manager

• You will be the main owner of strategic client accounts responsible for developing strong multi-threaded relationships, platform adoption & learning content consumption, customer satisfaction, revenue retention, and growth via expansion leads and advocacy initiatives.
• You will be responsible for setting up curriculums and programs with these clients.
• Define and communicate clients’ digital skills gaps and training goals.
• Act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide.
• Lead on program design to ensure high engagement rates of our products and content to drive value and success.
• Embed yourself in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI.
• Facilitate effective onboarding and training for new users.
• Develop and deploy customer success strategies tailored to client needs.
• Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
• Set up curricula in partnership with the Go-to-Market Consultancy Team.
• Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions.
• Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.
• Drive license activation and high engagement with our product and content.
• Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling.
• Manage revenue retention and ensure high net and gross retention rates.
• Partner with Account Executives to identify and pursue expansion opportunities.
• Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.

Senior Customer Success Manager