Sr Customer Success Manager

Senior Customer Success Manager

Skillsoft is seeking a Senior Customer Success Manager (CSM) to work with our customers to translate business and workforce priorities into a clear success strategy. The role combines executive engagement, skills and workforce strategy, data-led value realization, commercial acumen, and cross-functional orchestration in an increasingly AI-enabled and skills-based world.

In this role, the CSM will have the opportunity to serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize the value of Skillsoft’s workforce transformation and skills development solutions. Partner with learning, talent, HR, and business leaders to accelerate adoption, deliver measurable outcomes, strengthen retention, and identify opportunities for long-term growth.

The successful candidate will own the customer success plan across onboarding, adoption, value realization, expansion readiness, and renewal, while partnering closely with Sales, Professional Services, Product and internal specialists to deliver a coordinated customer experience.

Key Responsibilities

Strategic Customer Leadership

• Act as a strategic advisor to learning, talent, HR, and business leaders, aligning skills development and workforce transformation priorities to measurable business outcomes.
• Build trusted relationships across customer organizations, including with executive sponsors, and translate platform, engagement, and skills insights into relevant strategic recommendations.
• Create and maintain customer success plans with clear goals, milestones, success measures, owners, and review cadences.
• Partner with customers to shape skills-based workforce strategies using Skillsoft’s learning, coaching, skills intelligence, and related capabilities to address priority capability gaps.

Value realization & business outcomes

• Guide customers through implementation, launch, promotion, adoption, and ongoing optimization of their learning and skilling programs.
• Guide and manage customers through platform evolution, AI-powered experiences, and program or operating-model change by establishing adoption strategies, stakeholder engagement plans, and success measures.
• Analyze engagement, adoption, skills, and outcome data to identify trends, produce actionable insights, and demonstrate value to operational and executive stakeholders.
• Oversee outcome-focused business reviews that assess progress against the customer’s strategy, key performance measures, risks, opportunities, and next priorities.
• Articulate Skillsoft’s value proposition and connect learning and skills development to organizational transformation, business growth, workforce readiness, and competitive differentiation.

Retention, growth, and account health

• Own customer health and success across the assigned portfolio, proactively identifying adoption barriers, risk signals, and potential churn and coordinating timely mitigation plans.
• Drive retention and expansion readiness by understanding customer priorities, maturity, outcomes, and evolving business needs.
• Proactively identify white-space and growth opportunities and partner with the Account Executive on account strategy, timing, readiness, value, renewal, and expansion motions.
• Maintain accurate and timely customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in the designated systems.

Cross-functional orchestration and customer advocacy

• Serve as the customer advocate and orchestrator across Sales, Solutions, Product, Professional Services, Support, and other internal teams to drive coordinated execution and customer outcomes.
• Lead or facilitate resolution of customer issues and concerns, ensuring clear ownership, communication, and follow-through with both customer and internal stakeholders.
• Capture and communicate customer feedback, market insight, and content or product needs to the appropriate Skillsoft teams to inform prioritization and repeatable customer-success practices.
• Stay current on digital learning, skills, AI, technology, and workforce trends, and apply relevant insights in customer conversations.

Required Skills and Qualifications

• 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services, in enterprise software, digital learning, talent, or HR technology with a Bachelor’s degree in business, education, or a related field, or equivalent professional experience.
• Experience managing a high-volume portfolio of 30+ enterprise customers \ up to $ 7m book of business within an assigned territory.
• Demonstrated experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation priorities.
• Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development.
• Ability to interpret engagement, adoption, skills, and business outcome data and turn it into a concise, compelling value story and practical recommendations.
• Demonstrated commercial acumen, including identifying growth signals, influencing account strategy, and supporting retention and expansion outcomes.
• Strong executive communication, consulting, facilitation, presentation, and relationship-management skills.
• Effective project and stakeholder management, with the ability to prioritize across a complex customer portfolio and operate with clear follow-through.
• Critical thinking, problem-solving, and decision-making skills that balance data with responsive, independent, and solution-focused action.
• Ability to adapt to changing customer strategies, platform capabilities, team relationships, and organizational priorities.

Preferred Skills and Experience

• Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms.
• Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development.
• Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook.
• Experience working across distributed teams and engaging customers and internal stakeholders across ANZ.

Success will be demonstrated through measurable customer outcomes, sustained adoption, strong executive sponsorship, proactive risk management, high-quality renewal readiness, and well-qualified growth opportunities developed in partnership with Sales.