Job Description:
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.
Key Responsibilities
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Lead and mentor a team of Customer Success Managers, setting goals, providing coaching, and fostering a high-performance culture.
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Develop and implement customer success strategies to drive adoption, retention, expansion, and advocacy for Auzmor's LMS solutions.
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Oversee the customer lifecycle, from onboarding and implementation to ongoing support, ensuring seamless experiences and proactive issue resolution.
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Analyze customer data and feedback to identify trends, measure success metrics (e.g., NPS, churn rates, usage analytics), and recommend improvements.
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Collaborate with sales, product, and support teams to align on customer needs, influence product enhancements, and support cross-functional initiatives.
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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.
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Serve as an executive sponsor for key accounts, conducting quarterly business reviews and strategic planning sessions.
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Track and report on team performance, customer health scores, and success KPIs to senior leadership.
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Stay abreast of industry trends in learning management and customer success best practices to innovate Auzmor's approaches.
Qualifications
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Bachelor's degree in Business, Education, Human Resources, or a related field; Master's degree preferred.
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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.
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Proven track record of reducing churn, increasing customer lifetime value, and leading teams to exceed retention targets.
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Strong understanding of Learning Management Systems (e.g., user adoption strategies, content management, reporting, and integrations).
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Excellent leadership, communication, and interpersonal skills, with the ability to influence at all levels, including C-suite executives.
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Proficiency in customer success tools (e.g., Gainsight, Totango, Salesforce) and data analysis platforms.
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Analytical mindset with experience using metrics to drive decisions and improvements.
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Ability to travel occasionally for client meetings or team events (up to 20%).
Preferred Qualifications
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Experience in the HR, training, or compliance sectors, with knowledge of competitors like Absorb LMS, Docebo, or Cornerstone OnDemand.
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Certifications in customer success (e.g., CCSM) or related fields.
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Familiarity with agile methodologies and product feedback loops in SaaS environments.
Location
This role is based in Iowa, with a strong preference for local candidates to facilitate occasional in-office collaboration. Remote work is available for exceptional candidates outside Iowa, provided they can accommodate Central Time Zone hours and occasional travel.
