The Sr. CSM will be working directly with our enterprise or strategic accounts to enable them to successfully adopt Skilljar to achieve business goals. This individual should be a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The Sr. CSM must be nimble, highly-collaborative, and able to think on their feet.

The Sr. CSM is a "Senior Individual Contributor" level Customer Success professional characterized in the following ways:

  • Is an experienced generalist or specialist (5+ years)
  • Has responsibilities such as, but not limited to, developing and leading strategic plans and analyzing business information to create complex Success Plans for strategic accounts, developing and streamlining operational Playbooks and processes and developing best-practice training for the Customer Success team. 

Responsibilities:

  • Proactively manage customer relationships from launch hand-off 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.
  • Lead Quarterly Business Reviews to consult on strategic initiatives, provide guidance on program strategy, and review training metrics.
  • Act as point of escalation when required and help manage customer expectations 
  • Identify new expansion opportunities through customer engagements
  • Work cross departmentally with sales and other cross functional teams to drive better collaboration and customer experience
  • Identify and communicate trends and insights relating to your customer base to senior leaders.
  • Log, monitor and report on the health/risk of each customer. Identify approach and recommendations for escalated accounts. 
  • Understand use cases and provide subscriptive guidance on how Skilljar 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.
  • Identify appropriate stakeholders. Establish and own the executive relationship and drive connections with all key stakeholders within an account.
  • Develop strong relationships with customers as their trusted advisor throughout their entire lifecycle to create customer advocates/champions.
  • Maintain close partnership with the customer’s team to achieve their short and long term business goals based on their unique use cases.
  • Act as an ongoing Program Manager. Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
  • Align customer’s program roadmap with Skilljar’s product development roadmap to ensure success.
  • Collect customer product requests and contribute to agile prioritization through Skilljar’s development process.
  • Provide ongoing recommendations and serve as the voice of the customer to internal teams.
  • Partner with a dedicated Account Manager to provide visibility to customer status and insight into expansion opportunities.
  • Partner with internal support team to ensure all customer-facing support and service issues are resolved.

Requirements:

  • 5+ years in a customer success or account management role, preferably in an enterprise SaaS environment.
  • Experience managing enterprise accounts.
  • Proven ability to interact with and drive projects at C-level, VP, and Director client levels, collaborate with customers, and to set and manage expectations.
  • Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions.
  • Exceptional interpersonal skills with a broad range of external and internal teams.
  • Ability to communicate effectively via phone, web conference, and in writing.
  • Understanding of enterprise level information systems (ERP, CRM, etc)
  • Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
  • Bachelor’s degree in a related field or equivalent years of relevant experience required.
  • US work authorization and criminal background check are required.

Our Benefits

  • Comprehensive Medical Coverage: Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance. (PTO and family leave)
  • Flexible Time Off: We believe in a healthy work/life balance and trust our employees to take the time off they need to bring their A-game to work.
  • Benefits Package: Skilljar employees receive a monthly technology reimbursement for remote work, 401K savings plan, stock options, and access to an Employee Assistance Program.
  • Inclusive Culture: We are intentional about creating a culture that is fun and inclusive. Join us for Fun Committee events, trivia nights, Bingo, and more!

The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, Colorado, Arizona, and Florida.


 
Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
 
Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Skilljar are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.