At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.
Senior Customer Success Manager
Skillsoft is seeking a Senior Customer Success Manager (CSM) to work with our customers to translate business and workforce priorities into a clear success strategy. The role combines executive engagement, skills and workforce strategy, data-led value realization, commercial acumen, and cross-functional orchestration in an increasingly AI-enabled and skills-based world.
In this role, the CSM will have the opportunity to serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize the value of Skillsoft’s workforce transformation and skills development solutions. Partner with learning, talent, HR, and business leaders to accelerate adoption, deliver measurable outcomes, strengthen retention, and identify opportunities for long-term growth.
The successful candidate will own the customer success plan across onboarding, adoption, value realization, expansion readiness, and renewal, while partnering closely with Sales, Professional Services, Product and internal specialists to deliver a coordinated customer experience.
Key Responsibilities
Strategic Customer Leadership
- Act as a strategic advisor to learning, talent, HR, and business leaders, aligning skills development and workforce transformation priorities to measurable business outcomes.
- Build trusted relationships across customer organizations, including with executive sponsors, and translate platform, engagement, and skills insights into relevant strategic recommendations.
- Create and maintain customer success plans with clear goals, milestones, success measures, owners, and review cadences.
- Partner with customers to shape skills-based workforce strategies using Skillsoft’s learning, coaching, skills intelligence, and related capabilities to address priority capability gaps.
Value realization & business outcomes
- Guide customers through implementation, launch, promotion, adoption, and ongoing optimization of their learning and skilling programs.
- Guide and manage customers through platform evolution, AI-powered experiences, and program or operating-model change by establishing adoption strategies, stakeholder engagement plans, and success measures.
- Analyze engagement, adoption, skills, and outcome data to identify trends, produce actionable insights, and demonstrate value to operational and executive stakeholders.
- Oversee outcome-focused business reviews that assess progress against the customer’s strategy, key performance measures, risks, opportunities, and next priorities.
- Articulate Skillsoft’s value proposition and connect learning and skills development to organizational transformation, business growth, workforce readiness, and competitive differentiation.
Retention, growth, and account health
- Own customer health and success across the assigned portfolio, proactively identifying adoption barriers, risk signals, and potential churn and coordinating timely mitigation plans.
- Drive retention and expansion readiness by understanding customer priorities, maturity, outcomes, and evolving business needs.
- Proactively identify white-space and growth opportunities and partner with the Account Executive on account strategy, timing, readiness, value, renewal, and expansion motions.
- Maintain accurate and timely customer plans, health assessments, risks, outcomes, opportunities, and follow-up actions in the designated systems.
Cross-functional orchestration and customer advocacy
- Serve as the customer advocate and orchestrator across Sales, Solutions, Product, Professional Services, Support, and other internal teams to drive coordinated execution and customer outcomes.
- Lead or facilitate resolution of customer issues and concerns, ensuring clear ownership, communication, and follow-through with both customer and internal stakeholders.
- Capture and communicate customer feedback, market insight, and content or product needs to the appropriate Skillsoft teams to inform prioritization and repeatable customer-success practices.
- Stay current on digital learning, skills, AI, technology, and workforce trends, and apply relevant insights in customer conversations.
Required Skills and Qualifications
- 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services, in enterprise software, digital learning, talent, or HR technology with a Bachelor’s degree in business, education, or a related field, or equivalent professional experience.
- Experience managing a high-volume portfolio of 30+ enterprise customers \ up to $ 7m book of business within an assigned territory.
- Demonstrated experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation priorities.
- Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development.
- Ability to interpret engagement, adoption, skills, and business outcome data and turn it into a concise, compelling value story and practical recommendations.
- Demonstrated commercial acumen, including identifying growth signals, influencing account strategy, and supporting retention and expansion outcomes.
- Strong executive communication, consulting, facilitation, presentation, and relationship-management skills.
- Effective project and stakeholder management, with the ability to prioritize across a complex customer portfolio and operate with clear follow-through.
- Critical thinking, problem-solving, and decision-making skills that balance data with responsive, independent, and solution-focused action.
- Ability to adapt to changing customer strategies, platform capabilities, team relationships, and organizational priorities.
Preferred Skills and Experience
- Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms.
- Working knowledge of technology and developer skills, current AI trends, and their relevance to workforce development.
- Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook.
- Experience working across distributed teams and engaging customers and internal stakeholders across ANZ.
Success in this role
Success will be demonstrated through measurable customer outcomes, sustained adoption, strong executive sponsorship, proactive risk management, high-quality renewal readiness, and well-qualified growth opportunities developed in partnership with Sales.
Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce™ — humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, and supports a global community of more than 105 million learners. Learn more at skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
Skills Required
- 8+ years of experience in Customer Success, account management, consulting, Sales, or Professional Services
- Experience in enterprise software, digital learning, talent, or HR technology
- Bachelor's degree in business, education, or a related field, or equivalent professional experience
- Experience managing a portfolio of 30+ enterprise customers and up to a $7 million book of business
- Experience advising senior leaders and executives on learning, talent, workforce upskilling, organizational capability, or business transformation
- Strong understanding of digital learning, skills development, learning strategy, talent management, skills taxonomies, and competency development
- Ability to interpret engagement, adoption, skills, and business outcome data and provide actionable recommendations
- Commercial acumen, including identifying growth signals and supporting retention and expansion outcomes
- Strong executive communication, consulting, facilitation, presentation, and relationship-management skills
- Project and stakeholder management skills, including prioritization across a complex customer portfolio
- Critical thinking, problem-solving, decision-making, adaptability, and independent action
- Experience with Salesforce CRM and ChurnZero or equivalent customer-success platforms
- Working knowledge of technology and developer skills, current AI trends, and workforce development applications
- Advanced PowerPoint and Excel skills, with proficiency in Word and Outlook
- Experience working across distributed teams and engaging customers and internal stakeholders across ANZ
What the Team is Saying
Skillsoft Compensation & Benefits Highlights
How does Skillsoft ensure its pay and bonus plans are competitive?
Skillsoft’s compensation is supported by employee feedback around market-rate pay, bonus opportunities, benefits and total rewards. The company pairs compensation with flexibility, learning access and career development programs that employees describe as part of the overall value of working there.
- Market-aligned pay and bonus opportunities: Employees describe Skillsoft’s compensation as competitive, especially in roles with bonus potential. Employees surveyed on external review sites cite “salary plus bonus potential” as market rate, quarterly bonus access in sales and a strong compensation plan. A marketing employee cited “great pay,” while a solution design architect described Skillsoft as offering a “very competitive benefits and total compensation package.” (Comparably; Glassdoor)
- Performance-based rewards: Skillsoft employees point to bonus opportunities as part of the company’s rewards approach. A software engineer said their bonus was “excellent,” while sales employees cite quarterly bonus access as part of their compensation package.
- Benefits as part of total rewards: Skillsoft’s total rewards are also supported by employee comments about health benefits, insurance benefits, flexible time off, remote work and work-life balance. Employees surveyed on external review sites cite health benefits and insurance benefits as strengths, while other employees highlight great benefits, remote-first work and flexibility as part of the employee experience. (Comparably; Glassdoor)
- Growth and learning as added value: Skillsoft’s rewards approach is connected to its employee growth culture. The company provides employees with access to Percipio, Aspire Journeys, role-based pathways, instructor-led training, coaching and CAISY® simulations. Employees describe Skillsoft as a place with “continuous learning opportunities across the tech stack” and “no better place to learn and grow.”
● External signals:
○ Compensation and bonus: Employees on external review sites cite market-rate salary plus bonus potential, quarterly bonus access in sales, a strong compensation plan, “great pay” and an “excellent” bonus as compensation strengths. (Comparably; Glassdoor)
○ Total rewards: Employees on external review sites describe Skillsoft as offering “great benefits,” a “very competitive benefits and total compensation package” and benefits that support work-life balance, flexibility and employee growth. (Glassdoor)
○ Health and insurance: Employees on external review sites cite health benefits, insurance benefits and good health plans as strengths of Skillsoft’s employee experience. Mental health benefits are also listed among Skillsoft’s employee benefits. (Comparably)
○ Flexibility as a reward: Employees on external review sites connect rewards not only to pay, but also to remote work, flexible hours, flexible time off, independence and management that avoids micromanaging. (Glassdoor; Comparably)
Bottom line: Skillsoft supports competitive pay through market-rate compensation, bonus opportunities and a broader total rewards experience that includes benefits, flexibility and career development.
Skillsoft Insights
What We Do
Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce™ — humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide and supports a global community of more than 105 million learners. Learn more at skillsoft.com.
Why Work With Us
We help the world's biggest companies build better workforces — and we invest just as much in our own people. Learning new skills is a core part of your job here. We're fully remote, spread across the globe, and united by a shared belief that learning changes careers.
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Employees work remotely.
