absorblms - Senior Client Success Manager
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Requirements
• 5–8 years of experience in B2B SaaS Customer Success, Account Management, or a related field, with exposure to Enterprise or Strategic accounts. • Experience managing a large, complex book of business with clear accountability for retention and customer outcomes. • Proficiency in using AI tools to drive productivity, deepen customer understanding, and elevate the quality of customer engagement and strategic output. • Strong commercial acumen, with a clear understanding of how value realization drives renewals and expansion. • Demonstrated ability to lead discovery, facilitate consultative engagements, and develop outcome-based success strategies. • Experience building and executing account plans in partnership with Sales or Account Management. • Working knowledge of Learning & Development, enablement, or training program design. • Experience within LMS, HR Tech, or EdTech environments is preferred. • Ability to translate technical capabilities into business-relevant outcomes for a range of stakeholders. • Strong stakeholder management skills, with experience engaging at senior and executive levels. • Ability to operate effectively in complex, ambiguous environments and drive clarity where required. • Experience with CS and productivity tools such as ChurnZero, Salesforce, JIRA, and Zendesk. • Previous involvement in change management, enablement, or instructional design projects. • Experience advising clients on LMS or L&D ecosystem best practices. • Are you ready to become an Absorber?
Responsibilities
• Manage a high-value portfolio of Enterprise and Strategic accounts with accountability for customer health, retention performance, and growth contribution. • Develop and execute structured account plans aligned to customer priorities, business outcomes, and lifecycle stage. • Leverage AI tools to enhance customer insight, streamline account management workflows, and improve the quality and efficiency of discovery, analysis, and strategic recommendations • Lead discovery to understand customer strategy, operating model, and learning objectives, translating these into clear success plans. • Act as a trusted advisor on Learning & Development strategy, guiding customers on how to design, scale, and optimize learning programs using Absorb LMS. • Drive value realization by linking platform usage and learning initiatives to measurable business outcomes and ROI. • Establish and maintain a clear value narrative within each account, reinforcing Absorb’s impact and relevance over time. • Proactively monitor account health, identify risks early, and escalate to leadership where appropriate, with clear mitigation plans. • Partner with Account Managers on renewals, risk management, and expansion planning, contributing insight that informs commercial decisions. • Identify and develop Client Success Qualified Leads (CSQLs) through a structured understanding of customer needs and opportunities. • Co-develop Executive Business Reviews, contributing data-driven insights, forward-looking strategy, and clear recommendations. • Challenge existing approaches where required, guiding customers toward more effective use of the platform and stronger alignment to business goals. • Represent the voice of the customer internally, influencing Product, Services, and Support based on structured feedback and observed patterns. • Build and maintain strong customer advocacy, including references, CSQAs, and executive-level relationships. • Coordinate cross-functional resources to deliver against customer objectives, ensuring alignment and accountability across internal teams.
Benefits
• Fully remote-first work with flexible work arrangements • Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location • New Hire Equipment Allowance and monthly Flex Allowance to support your success • Endless opportunity for career growth and internal mobility • Employee driven DE&I programs • Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities. • Our values are simple: • We achieve exceptional results by genuinely caring about each other and the work we do • We’re united, and we grow through our commitment to elevating continual learning!
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