Mid-Market Customer Success Manager, Articulate
$76.8-101.8k
This position is bonus-eligible
More information about location
Training & development platform
Open for applications
Training & development platform
501-1000 employees
Open for applications
$76.8-101.8k
This position is bonus-eligible
More information about location
501-1000 employees
Company mission
To change the way the world learns with products that make it easy to create, distribute, and manage online training that delights learners.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Articulate is a SaaS based training platform for SMBs and Enterprises, aiming to empower anyone – not just learning professionals – to deliver training to a business.
The business was founded in 2002 as a plug-in for Microsoft PowerPoint, and was entirely bootstrapped until a 2021 funding round of $1.5 billion. Since its launch, it has grown significantly - now serving over 100,000 organizations and upwards of 100 million learners customers across the globe, including every single one of the Fortune 100.
The company has invested in aggressive expansion, and is already the most dominant player by far in course-authoring apps. This is in part due to capitalizing on the significant opportunity in targeting businesses that are looking to move from in-person to online-based learning.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (1 round)
Jul 2021
$1.5bn
SERIES A
Total funding: $1.5bn
Company benefits
- Student debt repayment - Get up to $2,400 annually ($200/month) in student loan repayments
- Flexible PTO
- Fully remote (we'll help set up your home office with awesome equipment and technology)
- We offer $100 a month toward well-being
- We offer Fortune 500-level medical, dental, and vision coverage for our employees and their dependents
- We offer a baby bonding benefit of up to 17 weeks paid leave to primary and non-primary caregivers
- We offer all employees up to $3,000 tax-free annually for child care assistance
- Tuition reimbursement - Continue your education in any subject you want. We provide up to $5,250/year for classes at a code school or accredited college
- Transgender benefit - We offer medical coverage for gender-affirming surgery and supplemental procedures, along with paid leave for recovery
- We match up to $500 of employee donations each calendar year to nonprofit organizations
- We offer $4,000 annually to travel to seek legal abortion services
- Contribute to your choice of Fidelity 401k plans. Articulate will also contribute 3% of your salary to your 401k whether you decide to contribute or not
- Give your loved ones peace of mind. We provide life, AD&D, short-term disability, and long-term disability benefits to all employees
- We cover 100% of eleven therapy sessions and eleven therapeutic coaching sessions per year with a licensed therapist through the Modern Health platform for each employee and their dependents
- Health savings account (HSA) - We contribute $1000 for family and $500 for individuals annually to help cover co-pays and other medical expenses
- Get coaching in social, physical, financial, and mental well-being. We offer unlimited life-coaching sessions with certified coaches through the Wellness Coach platform
- We value our employees and the important milestones in their lives. We celebrate with cupcakes, Slack shoutouts, and virtual parties
- We support the growth and development of our employees through coaching, internal training, and skills training opportunities
- We offer our employees time off to volunteer in meaningful ways within their communities and beyond
- We offer service sabbaticals to support our employees in doing the work to advance human rights, civil rights, and environmental health
- Cash for Change - Our employee-guided corporate giving program supports organizations advancing human rights, civil rights, and environmental health
Company HQ
NoMad, New York, NY
Leadership
Adam Schwartz
(Founder, CEO & Executive Chair)Founded Articulate in 2002 with a vision to make it easier for the world to learn. Previously served as General Manager for a division of Knowledge Universe.
Lucy Suros
(Director & Vice Chair of the Board)Served as CEO of the company from 2021 to 2023. Previously acted as Marketing Consultant for The Content Bureau and as PR Director for Switzer Communications.
Share this job
View 19 more jobs at Articulate