Enterprise Customer Success Manager, Learning Business at Thought Industries

Sorry, this job was removed at 6:29 a.m. (EST) on Thursday, January 7, 2021
Find out who's hiring in Boston.
See all Operations jobs in Boston
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Enterprise Customer Success Manager, For Profit Training
Thought Industries
Thought Industries is looking for a Customer Success Manager to join our growing Customer Experience (CX) team. The Customer Experience department at Thought Industries' primary focus is to ensure our customers are successfully achieving their digital business goals and objectives. In this role, you will leverage your marketing and account management skills to foster strategic and strong partnerships with our customers that are focused on business outcomes and advocacy.
We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has a strong and proven market fit, 100’s of customers, and an impressive opportunity for career advancement. 
 
Thought Industries, For Profit Training:
As a for-profit-training Enterprise Customer Success Manager, you will build relationships and success plans with our customers that provide external training as the foundation of their business. Organizations in this segment deliver external education as a critical part of their business and draw revenue directly or indirectly from these programs. Their business is built on the Thought Industries’ platform and keys for success does not only rely on awesome content but also on a smart marketing plan and optimization strategy.
 
Examples of this can include organizations that offer accredited continuing education courses and certifications, professional training for specialized or advanced skills, or a proprietary approach to a discipline, such as leadership and development training, clinic management, specific processes or approaches based on proprietary expertise, models or research. Use cases in this segment span a variety of industries including: professional training companies, professional associations, industry groups, professional licensing bodies and non-profit organizations. Finally, this segment also covers any industry with a highly specialized focus that requires ongoing training and licensing such as healthcare management and services, financial services, insurance, business services and more.
Responsibilities:
  • Proactively manage customer relationships from the initial kick-off meeting and success planning through renewal and the entire lifecycle of the customer.
  • Develop an in-depth understanding of each customer’s business goals, initiatives, and use cases to support their short and long-term business goals based on their unique use cases and leverage best practices seen throughout your client book.
  • Lead Quarterly Business Reviews to consult on strategic initiatives, provide guidance on business and program strategy, review funnel and conversion metrics, and help the customer drive incremental optimization of their digital learning business.
  • Develop strong relationships with customers as their trusted advisor throughout their entire lifecycle to create customer advocates/champions.
  • Act as an ongoing Program Manager and provide thought leadership and best practice recommendations on how Thought Industries can be leveraged to meet and exceed business goals.
  • Monitor the customer’s progress towards achieving their KPI’s.
  • Diagnose root causes and recommend corrective actions, if the customer is not achieving KPI targets.
  • Partner with a dedicated Account Manager to drive adoption and renewals through regular quarterly account reviews and business planning.
  • Align customer’s program roadmap with Thought Industries’ product development roadmap to ensure success.
  • Collect customer product insight and contribute to agile prioritization through Thought Industries’ product roundtable and development process. Provide ongoing recommendations and serve as the voice of the customer to internal teams.

We would love it if you:
  • Are a digital native, like technology, and familiar with how online marketing works and are eager to learn more.
  • Know about digital marketing, marketing automation systems, content marketing, and e-commerce platforms, including social and email 
  • Have experience with multiple vehicles e.g. in product discovery, SaaS, Paid Search, Email, Affiliates, Social and Mobile platforms as well as Web Properties 
  • Can assess which variable are driving results and link actions to business outcomes
  • Can analyze data from multiple sources to drive insights influencing the conversion rates 
  • Understand how to use learning tools effectively to support decision making, e.g. A / B testing and experimentation 
  • Understand web measurement / analytics 
  • Have the willingness to create customer success assets that may not exist, adapt existing customer success assets, and collaborate with product experience, product marketing, and customer marketing to refine both
  • Have creative problem solving, solutions-oriented and strategic, long-term view of customer relationship

You have: 
  • 4+ years of professional work experience in a fast-paced role in a Consulting, Technology, Agency, eLearning, or Consumer Brand environment
  • Acumen and interest in marketing technology and customer conversion strategies 
  • Strong presentation skills, including the ability to create professional and engaging slides.
  • Strong quantitative skills, including the ability to tell compelling stories with data. 
  • Ability to build relationships at multiple levels in a client organization.
  • Ability to ideate and parlay business objectives into an actionable plan.
  • Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment.
  • Strong business acumen and an analytical mindset.
  • Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
  • Bachelor’s Degree or higher.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • Maze Design
    • MiroDesign
    • SmartsheetManagement
    • AirTableManagement
    • GithubManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailgunEmail
    • SendGridEmail

Location

We are in the heart of Downtown Boston, over looking P.O. Square Park. Surrounding us are tons of shops, restaurants, coffee shops and fitness studios

An Insider's view of Thought Industries

What’s the vibe like in the office?

High performance, high energy, low pressure, family; those are some things that come to mind. Every department has its own styles. The common theme is hard work for sure, mixed with business oriented but still relaxed and easy going. Everyone is in it for the next person. It genuinely feels like a family.

Sulaiman

Project Manager

What does your typical day look like?

My day officially begins at 8:30A.M, throughout the day I am in & out of meetings, personalizing emails & prospecting new accounts. Cold calling may not sound glorious , but Thought Industries makes work enjoyable with moments spent chit-chatting with other members of ‘the pit’, petting office dogs, snacking on food & coffee that is provided for us

Jaclyn

BDR Team Lead

How has your career grown since starting at the company?

I joined Thought Industries when we first launched. I learned to wear many hats and understand various aspects by working with/in each department. As we grew I was supported in developing core skills specific to my career passion. Thought Industries continues to support, mentor and develop our employees and that is something to take a lot of pride.

Ryan

Global Sales Manager

What are Thought Industries Perks + Benefits

Thought Industries Benefits Overview

Thought Industries offers a wide variety of benefits and perks, such as: Full Healthcare Options, Dental coverage, Vision coverage, 401K, Remote work, Parental Leave, Team Outings (current Remote Events!), Short Term Disability, Long Term Disability, Life Insurance (STD, LTS & Life Insurance, all fully paid by the company!), EAP Program (fully paid), Home Office Stipend, Meditation & Wellness Apps, Peer Rewards Program, Company Rest Days (day off!)& Other Employee incentives.

Culture
Volunteer in local community
We get together once a quarter and work with our charity in providing to the community. We also make donations as they present themselves. *on pause due to COVID-19- can't wait to resume!
Partners with Nonprofits
We work closely with Boston Cares in giving back to our community
Friends outside of work
Eat lunch together
Intracompany committees
Diversity & Inclusion Committee, Culture Committee
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Thought Industries works with MBTA to provide passes through the Perq Program
Company Outings
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
More Jobs at Thought Industries11 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
Remote
Developer
new
Remote
Marketing
new
Remote
Data + Analytics
new
Remote
Project Mgmt
new
Remote
Sales
new
Remote
Design + UX
new
Remote