Skilljar is seeking a Customer Success Manager to join our growing CS team. The Customer Success department at Skilljar goes above and beyond to ensure our customers are successful. In this role, you will use your account management skills to cultivate positive relationships in order to ensure clients achieve their business goals.

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You are flexible, highly-collaborative, and able to think on your feet. This is a phenomenal opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster!

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.
  • 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 subscriptive guidance on how Skilljar can be used 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 key objectives.
  • 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 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.

Requirements

  • At least 2-3 years in a customer success or account management role, preferably in an enterprise SaaS environment.
  • Experience managing ~40-50 strategic MM and SMB accounts at a time.
  • Proven track record to interact with and drive projects at C-level, VP, and Director client levels, collaborate with customers, and to set and manage expectations.
  • Solid understanding of technical concepts to provide high-level guidance with implementation and solutions.
  • Outstanding 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 a major plus.
  • Bachelor’s degree in a related field or equivalent years of proven 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, and Trilogy Equity 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 Zillow, 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 forward-thinking, 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, and Colorado.

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.