Customer Success Manager

We are currently looking for a Customer Success Manager to deliver exceptional customer service and provide our clients the solutions and support to achieve their goals. This Customer Success Manager will also be responsible for delivering a seamless onboarding process for our clients which includes LMS design, user migration management, and training facilitation for clients and their teams.

• Build strong relationships with our clients to understand their needs and ensure their success with etrainu
• Provide exceptional customer service to ensure etrainu is a leading brand
• Serve as a main point of contact and liaison between clients and the rest of the etrainu team
• Take ownership of new accounts and manage their account onboarding
• Stay in touch with clients to ensure they’re realising and using the full potential of etrainu’s products and services
• Actively seek business opportunities with new clients where possible and also within existing clients
• Manage the successful delivery of clients projects for eLearning module development, Learning Management system setup, integration set up
• Successfully liaise with existing clients to ensure the resigning of them at the end of their contract
• Develop and maintain client contracts for new and existing business and encourage increase in sales with regular clients
• Maintain client administrative details/profile for accuracy, using supporting software programs including the LMS, CRM, Mailchimp
• Work collaboratively with departments within etrainu to ensure client projects and requests are managed efficiently and to project scope

• Experience with B2B SaaS customer success, account management or consulting experience working with accounts of various sizes
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Demonstrated project management experience
• Demonstrated change management experience

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