Enterprise Customer Success Manager, Customer Training
Thought Industries
Thought Industries Customer Experience (CX) team engages our customers to drive platform adoption and demonstrate ongoing value. The Enterprise Customer Success Manager (CSM) is responsible for owning the customer life cycle by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the Thought Industries organization to uncover new ways to continue to make Thought Industries a business-critical platform. 
Thought Industries Customer Training: 

As an Enterprise Customer Success Manager, Customer Training, you will build relationships and success plans with our customers that are generally focused on physical product or software education and training. These customers use the Thought Industries platform to drive product adoption, reduction in support tickets, drive customer engagement and reduce customer/partner turnover.
While these companies may or may not be monetizing their initiatives, they are leaning on their learning programs to reach their broader business goals as an engine for thought leadership, brand awareness, customer engagement, and churn mitigation.
The Role:
Thought Industries is growing fast and recognizes the importance of building a world-class team to fuel our continued success. With significant investment and strong leadership to expand our business, it’s a tremendous time to join the Thought Industries team! In this role, you’ll have the opportunity to:
Support our clients who are growing their business by driving strong customer success onboarding via a robust learning management program or by expanding their courses and training programs through a world-class learning capsule by maximizing the value of their investment in the Thought Industries platform 
Provide a valued voice, where ideas and creative approaches are welcomed
Feel a sense of accomplishment as you are empowered to deliver in a dynamic, fun and fast-paced environment
Celebrate successes and grow with us

What You’ll Do

• Develop and manage individual success plans and business reviews for each customer to ensure Thought Industries adoption, expansion, and loyalty across your portfolio of customers
• Drive retention and adoption among our customers by understanding their business needs and helping them succeed
• Develop, manage, and execute regular Success Plans and Executive Business Reviews with your customers
• Consult with customers on their external learning and training strategy and challenge leaders to drive change across their organization
• Quarterback resources across the Thought Industries organization as needed to support customers needs 
• Navigate complex organizations and build relationships with Executive Stakeholders
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement 
• Identify opportunities for customers to act as Thought Industries advocates (e.g. testimonials, case studies, reference checks) and collaborate closely with Marketing on promotion and use case opportunities
• Partner with Account Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets
• Partner with Professional Services & Onboarding Team to ensure successful project management, launch and ongoing support of custom features and API integrations and own the overall client journey from date of a closed deal to renew
• Represent the voice of the customer to inform our product roadmap and manage customer product expectations
• Assist in the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

What We’re Looking For 

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role in SaaS / Software business
• Experience working with a book of enterprise customers and strategic client management
• Exceptional communication skills, highly organized, collaborative and detail-oriented 
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals 
• Empathetic, positive attitude with a desire to help our customers reach their goals 
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops)
• Ability to thrive in a start-up environment

 
Skills

• Results-driven mentality, with a bias for speed and action
• Ability to multitask, prioritize, and manage time efficiently
• Excellent verbal and written communication skills; must be an active listener, a presenter, and a people-person
• Strong analytical skills, with the ability to translate data into insights
• Experience with Gainsight and Salesforce is strongly preferred
• Strong G-suite skills 
• Comfortable in a startup environment: we move quickly and wear many hats in a dynamic environment