Job Description

Description

Job Summary

We are seeking an experienced Customer Success Manager to lead our customer success initiatives at Auzmor. In this strategic leadership role, you will oversee a team of customer success managers, drive customer retention and satisfaction, and ensure clients achieve maximum value from our LMS platform. You will focus on building long-term relationships, identifying upsell opportunities, and aligning customer goals with Auzmor's product roadmap. The ideal candidate is a visionary leader with deep expertise in SaaS customer success, particularly in edtech or LMS environments, and a proven track record of scaling teams to deliver exceptional outcomes.

This is a full-time position with a preference for candidates based in Iowa, though remote work is available for qualified applicants.

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Key Responsibilities

• Lead and mentor a team of Customer Success Managers, setting goals, providing coaching, and fostering a high-performance culture.

• Develop and implement customer success strategies to drive adoption, retention, expansion, and advocacy for Auzmor's LMS solutions.

• Oversee the customer lifecycle, from onboarding and implementation to ongoing support, ensuring seamless experiences and proactive issue resolution.

• Analyze customer data and feedback to identify trends, measure success metrics (e.g., NPS, churn rates, usage analytics), and recommend improvements.

• Collaborate with sales, product, and support teams to align on customer needs, influence product enhancements, and support cross-functional initiatives.

• Identify and pursue upsell/cross-sell opportunities by understanding client pain points and demonstrating ROI through tailored LMS features like advanced analytics, custom integrations, and compliance tools.

• Serve as an executive sponsor for key accounts, conducting quarterly business reviews and strategic planning sessions.

• Track and report on team performance, customer health scores, and success KPIs to senior leadership.

• Stay abreast of industry trends in learning management and customer success best practices to innovate Auzmor's approaches.

Qualifications

• Bachelor's degree in Business, Education, Human Resources, or a related field; Master's degree preferred.

• 7+ years of experience in customer success or account management, with at least 3 years in a leadership role, preferably in SaaS, LMS, or edtech industries.

• Proven track record of reducing churn, increasing customer lifetime value, and leading teams to exceed retention targets.

• Strong understanding of Learning Management Systems (e.g., user adoption strategies, content management, reporting, and integrations).

• Excellent leadership, communication, and interpersonal skills, with the ability to influence at all levels, including C-suite executives.

• Proficiency in customer success tools (e.g., Gainsight, Totango, Salesforce) and data analysis platforms.

• Analytical mindset with experience using metrics to drive decisions and improvements.

• Ability to travel occasionally for client meetings or team events (up to 20%).

Preferred Qualifications

• Experience in the HR, training, or compliance sectors, with knowledge of competitors like Absorb LMS, Docebo, or Cornerstone OnDemand.

• Certifications in customer success (e.g., CCSM) or related fields.

• Familiarity with agile methodologies and product feedback loops in SaaS environments.

Job Tags

Full time,

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