The Role
The Mid-Market Customer Success Manager ensures customer satisfaction by onboarding, driving product adoption, managing renewals, and expanding relationships with mid-market clients while collaborating with sales and cross-functional teams.
Summary Generated by Built In
Our Mid Market Customer Success Managers (MM CSMs) work with customers post-sale to ensure they get continued value from their investment in Articulate 360. The MM CSM will build & expand relationships with customers in our medium-sized business segment. The MM CSM will be responsible for onboarding, driving product adoption and satisfaction, renewals, and partnering with sales counterparts to expand our footprint within these accounts.
What You'll Do:
- Effectively manage a book of our mid-market customers (typically ~250-300)
- Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal
- Proactively drive customer adoption and mitigate retention risk
- Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention
- Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews
- Accurately forecast renewal revenue for current and future quarters
- Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
- Lead account planning efforts in collaboration with Sales to define joint customer success strategies
- Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
- Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs).
- Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations
- Be the voice of the customer internally to share product feedback and resolve customer challenges
- Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building
- Own and deliver key customer success initiatives that drive product adoption and retention across your book
- Participate in special projects and responsibilities aligned with strategic priorities
What You Should Have:
- 5+ years experience working in a customer-facing account management, sales or customer success role
- A strong understanding of customer success
- Experience managing a book of 100+ customer accounts
- Proven ability to manage complex renewals, including commercial conversations and negotiation
- A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
- Experience creating and upleveling strategic relationships with key stakeholders
- Demonstrated ownership of the entire customer lifecycle, including onboarding, expansion, and retention
- Ability to prioritize a large but strategic book
- Excellent critical-thinking skills
- High commercial acumen and strong discovery skills
- Resiliency, adaptability, and experience thriving in a fast-paced environment
- Ability to work independently, with a high sense of self-accountability and as part of a collaborative team
- Excellent verbal, written communication and presentation skills
- 2+ years experience in SaaS
- 2+ years experience using Salesforce
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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Top Skills
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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.
