Leader, Client Success Management

3 weeks ago

Remote, Canada Absorb Software Full time

"Working for Absorb has truly been a fantastic experience. It is an organization which offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with colleagues from various nationalities and cultural backgrounds, which is also another interesting facet of working for Absorb. I have not only learned a lot, but there has also been so much cross functional learning which has helped both my team and I flourish. Peers at Absorb are extremely talented, encouraging, and helpful who are always there in times of need. Overall, Absorb is such a great place to work and definitely the best career move I’ve ever made." Darren O'Connor - Director, Client Advocacy_

Are you ready to lead a dynamic team of Client Success Managers (CSMs) to new heights? We're on the lookout for a customer-centric leader who thrives on delivering exceptional service. As a key player in our Client Success team, you'll collaborate with fellow leaders to foster an environment of excellence and achievement. Your mission? To champion customer engagement, foster adoption, secure retention, and drive expansion. We're searching for someone who is not only passionate about enhancing the customer experience but also dedicated to delivering outstanding results. By empowering your team with the latest tools, insights, and strategies, you'll help them stay laser-focused on both customers and business growth. If you're ready to make an impact utilizing innovative approaches and data-driven insights, join us in shaping the future of customer success.

Interested in hearing more about Absorb's remote first work culture? Listen here:
Absorb Culture - Absorb LMS

**What you’ll do**:

- Directly oversee, lead and develop a team of CSM’s optimizing people, processes, and strategies to ensure scalability and sustained growth while maintaining a customer-centric approach
- Proactively monitor the CSMs' book of business, offering guidance on optimization and performance management.
- Utilize data-driven insights to continuously improve customer success strategies, including NPS, risk management, customer satisfaction, health, and net revenue retention (NRR).
- Develop and implement strategies to reduce customer churn and increase retention rates.
- Develop trusted advisor relationships with client stakeholders and executive sponsors to identify additional upsell and cross-sell opportunities, drive product adoption, and ensure clients achieve full ROI.
- Manage and report key operational metrics for team and individual performance on a weekly/monthly basis.
- Independently handle escalated client issues with urgency, providing guidance to the team and serving as an escalation point to deescalate situations.
- Optimize the customer journey, ensuring adherence to milestones, developing, and improving playbooks, and identifying opportunities for continuous improvement.
- Provide collaborative leadership in all aspects of people management, including hiring, training, resource allocation, job design, people development, and performance management.
- Perform ad hoc duties as required.

**What you’ll bring**:

- Minimum 5 years of experience in Client Success, Customer Retention, and/or Business Development.
- Minimum 2 years of experience in a Team Lead or Management position with at least 5 direct reports.
- Strategic mindset.
- Strong problem-solving skills and data analysis abilities.
- Excellent communication, presentation, and interpersonal skills.
- Familiarity with technology and ability to learn new tech quickly.
- Analytical mindset with the ability to derive insights from customer data.

**Additional preferred qualifications**:

- Experience with an LMS or Churnzero is an asset
- Exposure to leading a remote and/or international team
- Experience in project management

**Technologies we use**:

- AbsorbLMS, Zendesk, Jira, Zoom, Churnzero, Salesforce

**Are you ready to become an Absorber?**

**What we offer**:

- 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
- Games room, meditation & yoga space, state of the art workplace for Absorbers in our Calgary office

**Who are we?**

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 co

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