Customer Success Manager, Zensai
Online learning management system
Job no longer available
Online learning management system
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower people through inclusive and engaging learning, whenever, wherever, and however they need it.
Role
Who you are
- 2+ years in B2B Customer Success, Relationship Management, Account Management, or a similar role from a SaaS company
- Exceptional relationship-building skills, where you excel at understanding different external/internal stakeholders, identifying their perspectives, and managing their needs and expectations
- Exceptional written and verbal communication skills and the ability to communicate complex technical topics in a clear and easy-to-understand language
- Experience working within Microsoft 365, Teams, and SharePoint
- Experience with CRM platforms -- Microsoft Dynamics 365 would be a preference
- Spanish speaker is a plus but not required
- Bachelor's degree preferred – areas of study to include Information Technology, Business Informatic, Digital Innovation, Communication or Business Administration
- An empathetic and positive attitude with a desire to help customers and colleagues to reach their goals
- An ability to demonstrate diplomacy, tact, and poise when under pressure from client challenges
- The capacity to prioritize short and long-term tasks based on urgency, importance, and impact to get things done
- Being self-driven, flexible, and able to operate effectively with uncertainty and changes
- An adaptable working style and approach to best communicate with various customer personas and roles
- A comfort with project management and collaboration
What the job involves
- As a Customer Success Manager at LMS365, you will have a vital role as a trusted advisor to our North American customers
- Your role will be to understand performance and engagement use-cases and guide customers on their LMS365 journey, to make them successful with their solution and the use of our core platforms
- Assume the vital role as a trusted advisor to our customers, of all shapes, sizes and verticals to aid them in optimizing the full potential of the LMS365 platform within the United States, Canada and our growing Latin American market
- Proactively and reactively, manage our customers evolving human success journey to include implementation, adoption, renewal, and potential expansion
- Understand, guide, and coach customers with a proven playbook to help them successfully optimize LMS365 given their performance, engagement and learning requirements and unique use cases
- Collaborate across the organization with our professional service consultants, support engineers, development, marketing, finance, and sales executive teams to ensure efficient adoption and accelerate business value for our customers
- Compile, aggregate, analyze and share various reports based on platform usage and customer feedback to turn into actionable insights that we can use to better understand adoption, challenges, and best practices
- Help develop and articulate customer successes and accomplishments across our user community, as well as connect like-minded HR and L&D teams, to share knowledge amongst peers. This includes the development of success stories and reviews to support the marketing team
- Adapt existing customer onboarding assets and work with cross-functional teams to refine them over time
- Execute tasks at both operational and project levels to continuously optimize the customer journey and minimize customer churn
- A day in the life of a Customer Success Manager:
- You begin your day by grabbing a cup of your preferred morning beverage and preparing for your 2 to 3 scheduled customer calls
- These calls will happen through the Microsoft Teams platform, which means no travel days are required (yay!)
- On these calls, you help our customers onboard the system and guide them through the platform, answering any questions along the way
- In between calls, you check the Customer Relationship Management platform held in Dynamics 365 (what we call the CRM) to proactively assess any users who might require additional support to succeed in their usage of our learning management software
- You might also use this time to follow up on subscription renewals coming up in the next months
- After lunch, you have a meeting with a Business Manager to go over customer licenses that are reaching their user limit and brainstorm how you can work together to upsell the customer on a subscription with larger user allowances
- You end your day by sending follow-up emails via Microsoft Outlook to the customers you had calls with during the day, providing them with assistive materials and helpful resources
Application process
- Click the apply button on this page (simple enough, right?)
- Next, you’ll be taken to another form where you’ll upload your resume, provide answers to a few additional questions, and only add a cover letter if you wish (you’re welcome)
- After the application is completed and you’ve clicked ‘Send’, you’ll receive a confirmation email, so you know that your application has been received, safely and soundly
- Within approximately 30 days, you will hear from our recruitment team for an update on your application
- If our team thinks the role is a great match for your profile, we will reach out to schedule a first interview. This will normally be a 20-minute chat through Teams to hear more about you and we will also share more about LMS365. It’s like speed-dating but with a bit more information
- After this conversation, we will provide feedback on our conversation and let you know if we’d like to keep progressing with you along the hiring journey and onto a first interview with the Hiring Manager
- In case he also sees your amazing skills and expertise as a great fit, we will invite you to a second interview with a couple of employees from our current team in customer success and sales in the region. Here you will be asked to present a case before the team to showcase your skills
- Within an average of 35 days (we always like to shoot for sooner than later) you’ll know if it’s a “Yes, please!” or a “Maybe later” for joining our team
- *Note: For all positions, references will be required to validate your application
Our take
As the global race for talent heats up, companies are looking more closely at ways to upskill their employees through tailored training courses. However, engagement can be spotty, as unfamiliar tools and awkward interfaces can easily put off learners. Enter Zensai, a learning management system built to meet learners where they already are, with tools that they use in their everyday work.
Zensai is not a new company - since 2009 (when it was known as Elearningforce), it has been embedded in Microsoft products, at first in SharePoint but more recently in the Office 365 suite and Teams. This tight integration gives it an advantage over competitors such as Workday or Eloomi, where users need to adapt to a new environment (and remember to tab over to it!). This means Zensai doesn't need to focus on developing integrations with other ecosystems, and gives it an enormous addressable market of a third of a billion users.
Already boasting a large customer base, including enterprises such as Pepsi, Maersk and Hellmann, Zensai raised funding in an investment round led by Blue Cloud Ventures in 2023. This investment is being channelled into a major growth drive, fuelling expansion through strategic acquisitions in the US, Germany and Australia. It seems well poised to build a commanding lead in the learning management space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (1 round)
Apr 2023
$20.8m
LATE VC
Total funding: $20.8m
Company benefits
- Medical, dental and vision + an HSA, which we contribute to both
- 401K with a 6% company match
- Company paid life/disability insurance
Company HQ
Christianshavn, Copenhagen
Leadership
Rasmus Holst
(Founder & CEO)Has been CEO of LMS365 since 2022. Before that was CRO at Wire, COO for Huddle, and General Manager with Syniverse and MACH Group.
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