Cloud Academy

Senior Customer Success Manager

Cloud Academy

full-time

Posted on:

Location Type: Remote

Location: Texas • Utah • United States

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Job Level

Senior

Tech Stack

CloudCyber SecurityGoITSM

About the role

  • 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.

Requirements

  • Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals.
  • Experience with expansion leads and partnering on growth strategies.
  • Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities.
  • Has gravitas, poise, passion and an executive presence when engaging with senior leaders.
  • Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals.
  • Demonstrable proof of recent learning (e.g., vendor certification, university course).
  • Analytical with a data-driven mindset.
Benefits
  • 4 weeks of vacation per year, that goes up to 5 weeks after 2 years
  • 5 sick days
  • 2 volunteer days
  • 3 professional development days
  • 12 US holidays
  • 3% match on the 401k, that goes up to 4% after two years, no vest
  • Medical, dental and vision through Cigna and Guardian - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
  • FSAs, HSA (with one medical plan), supplemental insurances
  • $30/month cell phone reimbursement
  • $200 equipment stipend every two years
  • Pre-tax commuter benefits to those based out of NYC office
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboardinguser adoptionrevenue retentionrenewalsconsultative sellingbusiness case developmentdata-driven storytellingexpansion lead qualificationprogram designcurriculum development
Soft Skills
relationship buildingstrategic advisingcommunicationproactive value managementexecutive presenceanalytical mindsetengagementfacilitationrapport buildingnegotiation
Certifications
vendor certificationuniversity course