Customer Success Lead

Accountabilities:: Lead client intake and onboarding by defining success metrics, aligning logistics, resolving technical access requirements, and coordinating participant enrollment. Own program launches from contract execution through cohort kickoff, coordinating activities across Learning, Program Success, Admissions, and other internal teams. Serve as the primary operational contact for employer partners throughout the full program lifecycle. Manage a portfolio of enterprise accounts and maintain strong relationships through regular communication, weekly syncs, and Monthly Business Reviews. Prepare and deliver business reviews covering completion rates, job placement, NPS, trends, risks, and key achievements. Monitor program health and proactively intervene when learner outcomes or client expectations are at risk. Triage and resolve application, enrollment, payment, data transfer, and other operational issues. Identify expansion opportunities across existing accounts, including new programs, additional cohorts, and increased participant volumes. Partner with Business Development on renewals and account growth by preparing supporting data and client-facing materials. Build relationships with stakeholders and decision-makers across client organizations to strengthen long-term partnerships. Develop scalable playbooks and processes that support an expanding employer partner portfolio. Represent the client perspective in internal planning, communicate partner developments and milestones, and escalate blockers quickly. Coordinate cross-functional execution to ensure client commitments are delivered effectively and consistently. Requirements: 4–7 years of experience in customer success, account management, enterprise partnerships, or a similar client-facing role. Experience managing complex, multi-stakeholder relationships, ideally involving significant recurring revenue or enterprise accounts. Background in education, workforce development, professional services, or employer partnerships is highly relevant. Strong operational skills, with the ability to manage detailed program implementations while maintaining the broader health of strategic relationships. Comfortable working with data, identifying meaningful trends, and translating metrics into clear client-facing insights and actions. Excellent written and verbal communication skills, with the ability to communicate effectively during client meetings, written updates, and internal cross-functional discussions. Highly organized and self-directed, with the ability to independently manage a portfolio of accounts and competing priorities. Strong problem-solving skills and the ability to identify risks early, resolve issues, and coordinate stakeholders toward solutions. Experience with workforce training or employer partnerships is a plus. Experience working with healthcare organizations is a plus. Benefits: Full-time opportunity based in the United States. Senior individual contributor role with broad ownership across enterprise customer relationships. Direct impact on client outcomes, learner results, and partnership growth. Opportunity to manage large employer accounts and collaborate with multiple internal business functions. Exposure to strategic account management, workforce development, customer success, and program operations. Opportunity to build scalable processes and playbooks as the partner portfolio grows. Collaborative, cross-functional environment with significant autonomy and ownership. Opportunity to contribute to programs designed to help learners develop skills and advance their careers.