Manager of SMB Customer Success, Articulate
$97-145.6k
+ Bonus
More information about location
SaaS training & development platform
Posted today
SaaS training & development platform
501-1000 employees
Posted today
$97-145.6k
+ Bonus
More information about location
501-1000 employees
Company mission
To empower people to live better lives.
Role
Who you are
- 2+ years of management experience
- 3+ years of customer success and/or account management experience, preferably within a high-volume, SaaS organization
- Strong understanding of customer success industry and trends
- Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
- Experience utilizing metrics to make data-driven decisions High level of business acumen and an ability to communicate effectively with internal stakeholders
- History of building and/or improving processes, methodologies, programs or frameworks that increased team performance
- Excellent organization, project management and time management skills
- Ability to build rapport and trust with customers, team members, and internal stakeholders
- Demonstrated ability to provide clear, timely, actionable feedback
- Naturally curious with excellent critical-thinking skills
- Resilient, adaptable, and thrives in a fast-paced environment
- Excellent verbal, written communication and presentation skills
What the job involves
- We’re looking for an experienced Manager to join our amazing SMB Customer Success team!
- This passionate customer success professional will expand and oversee a team of SMB Customer Success Managers who work closely with our high-volume of small business customers
- This team will be responsible for the successful management and renewal of subscribers across our SMB customer segment. The leader of this team will be responsible for ensuring the team is meeting and exceeding its retention and revenue goals
- Manage a team of high-performing SMB CSMs throughout the entire customer journey - from onboarding through engagement and renewal
- Coach CSMs to provide a best in class customer experience while meeting revenue retention targets and mitigating renewal risks
- Standardize activities that SMB CSMs execute at each stage in the customer journey
- Identify, attract, retain and develop talent for the customer success organization
- Conduct and attend weekly 1:1s, team meetings and cross-functional meetings
- Partner with CS senior leadership to establish clear goals and metrics for the SMB team
- Partner with leadership to refine processes, systems, and resources to successfully deliver value to our customers, the team and the business
- Proactively identify, develop & execute solutions to improve operations for the team, customers, and business
- Be the voice of the customer internally to give visibility to and help address customer needs
- Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals
- Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
- Serve as an escalation point for complex customer issues
- Support VP in special projects and other tasks as assigned
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.
Share this job
View 6 more jobs at Articulate