EnGen

Customer Success Manager

• Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success.
• Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals.
• Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one.
• Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies.
• Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience.
• Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance.
• Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities.
• Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness.
• Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references.
• Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes.

Senior Customer Success Manager – Strategic Accounts

Bilingual

• Provide personalized coaching support to learners through phone, text, email, video calls, and live chat
• Help learners identify the right content, pathways, and resources aligned with their career and learning goals
• Encourage learner persistence, engagement, and course completion through proactive outreach and follow-up
• Monitor learner activity and identify learners who may benefit from additional engagement or support
• Support learners in navigating career-focused English learning pathways and workforce-aligned content
• Guide learners in using EnGen’s platform, features, workshops, and support services
• Support enrollment and onboarding processes, including registration assistance and learner activation
• Proactively follow up with learners who have not completed enrollment or participation milestones
• Respond to learner questions, concerns, and missed calls in a timely and empathetic manner
• Accurately document learner interactions and manage assigned tasks in HubSpot and other systems
• Support re-enrollment efforts by contacting eligible learners and guiding them through next steps
• Participate in weekly team meetings, trainings, and engagement initiatives
• Identify learner communication barriers or trends and share insights with the team
• Support virtual learner sessions and engagement activities as needed

Senior Customer Success Manager – Strategic Accounts

Bilingual Student Success Coach, Enrollment Advisor