Unboxed Training & Technology

Customer Success Manager

• Serve as the primary post-sale contact for assigned clients, guiding them through onboarding and adoption.
• Represent the client’s voice internally to ensure consistent delivery and experience standards.
• In partnership with Account Managers, proactively manage renewals to maintain and improve customer retention and net revenue retention (NRR).
• Identify and execute upsell and cross-sell opportunities based on client needs and usage patterns.
• Collaborate with Sales and Marketing to develop account expansion strategies aligned with ARR goals.
• Conduct quarterly business reviews (QBRs) to assess progress, communicate ROI, and present opportunities for increased value.
• Assist new clients during onboarding to ensure successful implementation and adoption milestones are achieved.
• Partner with the Product team to relay client feedback and inform roadmap priorities.
• Analyze client health reporting metrics and engagement data to anticipate risks and drive proactive outreach.
• Maintain accurate records in CRM and Customer Success tools to forecast renewals and expansion revenue.

Client Success Manager

Product Designer

• Lead, mentor, and develop a multidisciplinary LXD team (instructional designers, developers, animators, graphic designers) at all career stages.
• Cultivate a culture of creativity, excellence, collaboration, and continuous learning within the team.
• Establish performance expectations, career pathways, and professional development frameworks aligned with organizational goals.
• Inspire teams by connecting daily work to client impact and company success.
• Build and monitor delivery processes including learning design quality standards, templates, and review processes that ensure consistency, effectiveness, accessibility, and learner engagement across all deliverables.
• Ensure clear scoping, resource planning, budget management, and on-time delivery of all client projects.
• Monitor team utilization, workflow, and capacity, adjusting staffing plans to meet pipeline demands.
• Oversee the design and quality of blended learning experiences — including eLearning, interactive video, simulations, instructor-led solutions, and mixed-reality immersive experiences.
• Define and champion the future vision for learning experience design, incorporating emerging technologies like AI, microlearning, interactive simulations, and data-driven personalization that advance Skill Agility®.
• Partner with cross-functional leaders (Consulting, Sales, Technology, Operations) to evolve Unboxed training products and custom solutions.
• Drive research into learning science, modern adult learning principles, and instructional trends to ensure Unboxed remains at the forefront of experiential learning.
• Manage delivery budgets, staffing models, and resource forecasts to meet revenue, margin, and utilization goals.
• Identify opportunities to optimize costs, improve delivery efficiency, and enhance profitability.
• Support strategic business planning by providing data, insights, and recommendations related to delivery performance.
• Serve as a thought partner to internal leadership and client partners, translating business objectives into compelling learning experiences.
• Serve as a senior point of escalation for client engagements, ensuring exceptional communication, problem-solving, and relationship management.
• Collaborate with internal and external stakeholders to ensure alignment throughout the project lifecycle.
• Represent Unboxed externally in thought leadership venues (conferences, webinars, industry events) to elevate our design philosophy and brand.

Client Success Manager

Vice President – Learning Experience Design