Customer Success Manager, O'Reilly Media

• If you’re a problem-solver who loves using data to drive results, you’ll fit right in
• Bachelor’s Degree
• 3+ years in a customer-facing role such as Customer Success, Professional Services, or Technical Consulting
• In lieu of degree, equivalent education and/or experience may be considered
• Deep understanding of SaaS business models and how to drive user adoption in a subscription-based environment
• Strong written and verbal communication skills; ability to present confidently to both technical teams and executive leadership
• Comfortable using data to tell a story and prove the value of a platform to stakeholders
• Proven ability to build relationships across diverse internal teams (Product, Sales, Services)

Desirable

• We are a global team of Customer Success Managers focused on one mission: to empower our customers to achieve their organizational & individual goals. We prioritize customer success by acting as lead partners and dedicated advocates
• You won’t just be a point of contact—you’ll be the one moving customers from their first login to long-term value. We work cross-functionally to turn user needs into product insights, making sure O’Reilly is built into the fabric of our customers’ engineering cultures
• The Customer Success Manager is the primary architect of the customer’s learning journey at O’Reilly. In this role, your mission is to ensure customers maximize the ROI of their investment by aligning the O'Reilly platform with their specific business goals and skill gaps
• You are a subject matter expert who guides organizations through onboarding, engagement, and long-term value realization. You will serve as a dedicated advocate, ensuring that the platform is deeply integrated into the customer's engineering and professional development culture
• Trusted Advisor: Develop deep relationships with stakeholders to provide best practices, guidance, and strategic roadmaps for workforce transformation
• Outcome Accountability: Partner with customers to define clear success criteria and business outcomes, then proactively track and report on progress against those objectives
• Advocacy: Act as the internal voice of the customer, translating user needs and feature requests into actionable insights for the O’Reilly Product and Engineering teams
• Onboarding Excellence: Drive rapid "Time-to-Value" by leading structured onboarding sessions that move customers from initial login to active, habitual usage
• Continuous Education: Conduct live training, webinars, and feature demonstrations to ensure users are leveraging the latest platform capabilities
• Health Monitoring: Use data and analytics to monitor account health, identify low-engagement areas, and execute plays to get customers back on track
• Account Strategy: Partner closely with Strategic Account Managers to provide the "Success perspective" for account planning and help identify potential growth areas based on usage trends
• Issue Orchestration: Serve as the lead point of contact for navigating and resolving critical customer situations, ensuring a seamless experience across all O'Reilly departments