SMB Customer Success Manager

Our SMB Customer Success Managers (CSMs) work with customers throughout their post-sales journey to make sure customers are successful with 360. The SMB Customer Success Manager is passionate about providing an outstanding experience for our customers. They will leverage a growing understanding of Articulate 360 to provide efficient customer management in a high-volume, fast-paced, live environment.

What You'll Do:

• Manage all post-sales activity for Articulate 360 customers through strong relationship-building, product knowledge, planning and execution
• Increase customer retention by conducting regular customer check-ins and providing kick off calls
• Effectively prioritize & manage a high volume of customers to ensure on time renewals
• Maintain coverage of customer communications via email, incoming phone calls and live chats during business hours
• Work collaboratively with other Articulate teams to deliver an exceptional customer experience
• Function as a customer advocate and provide internal feedback on how 360 can better serve our customer
• Collaborate with leadership to improve SMB customer journeys
• Actively participate in all enablement and training activities as assigned
• Other customer success duties as assigned

What You Should Have:

• 3+ years experience working in customer-facing, account management or sale roles 
• Experience working in a high-volume, technology-assisted environment
• Strong verbal and written communication skills with a passion for developing deep customer relationships
• Naturally curious with excellent critical thinking skills
• Resilient, adaptable and thrives in a fast-paced environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer’s business needs and how those connect back to product value
• Available during requested Eastern Time business hours, Monday – Friday, to respond to incoming inquiries 
• BA or BS degree or equivalent experience

Nice to Haves:

• 2+ years SaaS experience is a plus
• Salesforce experience is a plus

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]. 

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