Pathstream

Customer Success Manager

• Own overall account health for your portfolio of strategic enterprise accounts
• Build, maintain, and strengthen key customer stakeholder relationships while also mapping and helping to drive executive sponsor alignments
• Shepherd the initial launch of new customers assigned to your portfolio
• Build and lead monthly business reviews (MBRs) & quarterly business reviews (QBRs) with diverse stakeholder audiences
• Craft impactful narratives & storytelling based on quantitative & qualitative evidence of user success and ROI outcomes
• Execute strategic account plans for each account, outlining monthly and quarterly goals tied to ROI & operational metrics, and monitoring to ensure goal attainment
• Drive renewals to retain and grow accounts, and partner with Sales to identify and support expansion opportunities in adjacent business units and divisions
• Proactively communicate and champion your customer internally by posting updates, surfacing risks and wins, and helping to coordinate cross-functional actions needed for account success
• Be an excellent cross-functional partner to Marketing, Operations, Product, and Learning & Design, able to represent the voice of the customer while also being a good steward of Pathstream’s business and resources
• Execute on operational processes, following prescribed systems, as well as contributing ideas to the Customer Success team's ongoing improvement

Enterprise Customer Success Director

Content Marketing Manager

• Provide 1:1 bi-weekly coaching sessions focused on helping the coachee overcome blockers to learning new skills and improving in their role
• Build trust quickly with working adults in frontline and supervisor roles; help them sustain motivation and build confidence
• Provide real-time verbal feedback through practice roleplays and other interactive activities; create a non-judgemental space for meaningful reflection and goal setting
• Offer clear, scaffolded explanations of key concepts and skills, checking for understanding, providing practice opportunities, delivering constructive feedback, and adjusting support as needed
• Provide one-on-one academic and organizational support to help learners plan, prioritize, meet deadlines, and apply skills at work.
• Document concise coaching notes and send follow-up actions within 72 hours of sessions
• Track learner progress and trends, sharing insights and escalation needs with the team
• Participate in coaching team meetings and ongoing training to refine practices and contribute to playbooks

Enterprise Customer Success Director

Professional Coach, Content Educator