The Role
We are seeking a strategic and people-focused Manager, Enterprise Customer Success to lead a high-performing team of Enterprise Customer Success Managers (CSMs). This team is responsible for ensuring the success, satisfaction, and retention of our enterprise customers across the U.S. and globally.
As the Manager, you’ll oversee the development and execution of customer success strategies that drive adoption, retention and expansion. You'll coach and retain top talent, collaborate cross-functionally, and play a key part in shaping the future of Enterprise Customer Success at Articulate.
What You'll Do:
- Oversee the customer lifecycle for Enterprise accounts, from onboarding to renewal
- Support your team in maintaining strong relationships, delivering measurable outcomes and mitigating renewal risks
- Own Enterprise renewals and ensure retention targets are consistently met
- Identify CSQLs and partner with Sales to grow customer value
- Maintain accurate revenue forecasts and contribute to overall business planning
- Hire, manage, coach, and develop a team of Enterprise CSMs to ensure high performance and engagement
- Foster a collaborative, customer-focused team culture
- Work closely with Sales, Product, and Marketing teams to align on customer needs and strategic initiatives
- Share customer insights to help shape product direction and customer engagement programs
- Partner with internal stakeholders to deliver on key business priorities
- Optimize team processes and workflows for scalability and efficiency
- Use data and tools to track progress, identify trends, and inform decision-making
- Provide regular reporting on team performance, customer outcomes, and revenue metrics
- Serve as an escalation point for complex customer issues, while advocating for the business and the customer
- Support VP in special projects and other tasks as assigned
- Partner with CS Enablement to identify development opportunities for CSMs and create strategies to address them
- Partner with Legal to navigate complicated customer agreements
What You Should Have:
- 5+ years of experience in customer success, account management, or related roles, with at least 2+ years in a people management role.
- Proven success leading distributed teams managing enterprise customers in SaaS or eLearning industries.
- Strong track record of meeting and/or exceeding revenue targets and KPIs
- Experience forecasting customer outcomes, including retention and CSQLs.
- Excellent coaching, communication, and interpersonal skills.
- Experience collaborating cross-functionally in a fast-paced, remote environment.
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.
Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected].
(For information about Articulate's privacy practices, please view our Privacy Notice)
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The Company
What We Do
Articulate develops e-learning software, content, and resources that change the way the world learns. More than 106,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love. Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 965,000+ member of E-Learning Heroes. As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees. We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020.
