Customer Success Manager

QA North America

November 26, 2024

09:40 AM

QA North America International House, 1 St Katharine’s Way, London, E1W 1UN QA USA

Company size : 201-500 employees
Job Type & Title : Remote
Apply Now
About Company:
Learn. To Change. Cloud Academy is now QA, one of the world's largest tech training companies. Stay connected by following @QA Ltd and @QA North America. At QA, we believe the future belongs to organizations that are able to learn, master, and apply skills at pace and at scale. Our programs connect learning across silos ensuring continuity and fostering collaboration. Tech and digital teams learn to change with the latest industry skills via hands on labs, multimodal training, and certification prep. To learn more, visit qa.com
Skills: Communication Customer Experience Customer Retention Customer Success Renewals Sales Business Expansion Software as a Service (SaaS)

Role Overview:

You will be the main owner of client accounts responsible for developing strong multi-threaded relationships, platform adoption & learning content consumption, customer satisfaction, revenue retention, and growth via expansion leads and advocacy initiatives.

You will be responsible for setting up curriculums and programs with these clients, so need to have a curiosity and interest in our content, product offerings and how these solve for client needs. You should be able to define and communicate clients’ digital skills gaps and training goals and act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide.

You will also need to demonstrate that you can lead on program design to ensure high engagement rates of our products and content, to drive value and success. You will need to demonstrate an analytical and creative mindset to finding solutions that drive success and high engagement rates across our client base.

The CSM will embed themselves in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI. You will carry a blended portfolio of self-service accounts and assigned customer success supported customers.

Key Responsibilities:

Client Onboarding & Training: Facilitate effective onboarding and training for new users.
Customer Success Strategy: Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
Learning Strategy: Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide. Set up curricula in partnership with the Go-to-Market Consultancy Team.
Relationship Management: Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions. Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.
Platform Adoption: Drive license activation and high engagement with our product and content.
Value Management: Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling.
Revenue Retention & Renewals: Manage revenue retention and ensure high net and gross retention rates.
Growth Strategy: Partner with Account Executives to identify and pursue expansion opportunities.
Financial Management: Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.

Key Performance Indicators:

Gross Retention Rate (GRR)
Net Retention Rate (NRR)
Customer Success Qualified Leads (CSQL)
Customer Retention
Adoption Metrics
Satisfaction & ROI Impact

Ideal Candidate Profile:

Experience: Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals. Experience with expansion leads and partnering on growth strategies. Experience managing self-service business at scale with successful lifecycle management strategy leveraging technology.
Skills: Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities. Has gravitas, poise, passion and an executive presence when engaging with senior leaders. Strong skillset in creating and executing scaled motions to drive value and produce high commercial retention outcomes.
Knowledge: Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals. Familiarity with leveraging CSP technology to scale customer engagement.
Curiosity & Learning: Demonstrable proof of recent learning (e.g., vendor certification, university course). Analytical with a data-driven mindset.

QA North America

International House, 1 St Katharine’s Way, London, E1W 1UN QA USA

India Abroad® and New India Abroad®, publications of Indian Star LLC, are primarily meant to keep the Global Indian Diaspora informed about what is happening in India, the world and in their own neighborhoods through digital platforms, and print publications.