Enterprise Customer Success Manager, Articulate
$122.6-183.8k
Plus bonus eligible
More information about location
SaaS training & development platform
Be an early applicant
SaaS training & development platform
501-1000 employees
Be an early applicant
$122.6-183.8k
Plus bonus eligible
More information about location
501-1000 employees
Company mission
To empower people to live better lives.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application process
- The application window for this position is expected to close 90 days from the original posting date
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 isin 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.
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