Client Success Manager

Description:

Absorb Software is seeking a dedicated Client Success Manager (CSM) to join their remote-first team. This role offers a rewarding opportunity to help clients achieve and exceed their goals by maximizing the use of Absorb’s Learning Management System (LMS). The position focuses on strategic client engagement, relationship building, and ensuring clients gain optimal value from the platform. Each client engagement is unique, offering a dynamic and evolving work experience.

As a CSM, you will develop trusted relationships with clients, manage their journey from post-onboarding to renewal, drive measurable outcomes, and act as a liaison between clients and internal teams. Your role will involve monitoring client health, identifying expansion opportunities, and providing product training to ensure clients effectively adopt the LMS.

Key Responsibilities:

• Build and maintain strong client relationships to promote retention and loyalty.

• Manage client life-cycle from onboarding to product adoption, advocacy, and renewal.

• Demonstrate ROI and drive measurable client outcomes.

• Translate client needs into successful LMS use cases.

• Deliver training sessions to maximize client utilization of the LMS.

• Proactively monitor client health, addressing escalations and churn risks.

• Identify upsell opportunities and coordinate with Account Management.

• Manage projects and serve as the primary liaison between clients and internal teams.

• Maintain updated client records in internal tools and systems.

Qualifications and Skills:

• 3+ years of experience in customer success or similar roles.

• Minimum 1 year of experience in a B2B SaaS environment (LMS/E-Learning preferred).

• Excellent communication skills (written and verbal).

• Strong commercial acumen and proven time-management skills.

• Basic understanding of core web components and SaaS technologies.

• Experience with tools like Churn Zero, JIRA, Salesforce, and Zendesk (preferred).

Benefits:

• Fully remote-first work environment with flexible arrangements.

• Comprehensive health, dental, and wellness benefits including retirement programs.

• Eligibility for two bonus plans.

• Generous paid time off.

• New hire equipment allowance and monthly flex allowance.

• Opportunities for career growth and internal mobility.

• Inclusive and diverse company culture driven by employee initiatives.