Job Description:
We are seeking an experienced Customer Success Manager to lead our customer
success initiatives at Auzmor. In this strategic leadership role, you will
oversee a team of customer success managers, drive customer retention and
satisfaction, and ensure clients achieve maximum value from our LMS platform.
You will focus on building long-term relationships, identifying upsell
opportunities, and aligning customer goals with Auzmor's product roadmap. The
ideal candidate is a visionary leader with deep expertise in SaaS customer
success, particularly in edtech or LMS environments, and a proven track record
of scaling teams to deliver exceptional outcomes.
This is a full-time position with a preference for candidates based in Iowa,
though remote work is available for qualified applicants.
Key Responsibilities
* Lead and mentor a team of Customer Success Managers, setting goals, providing
coaching, and fostering a high-performance culture.
* Develop and implement customer success strategies to drive adoption,
retention, expansion, and advocacy for Auzmor's LMS solutions.
* Oversee the customer lifecycle, from onboarding and implementation to ongoing
support, ensuring seamless experiences and proactive issue resolution.
* Analyze customer data and feedback to identify trends, measure success
metrics (e.g., NPS, churn rates, usage analytics), and recommend
improvements.
* Collaborate with sales, product, and support teams to align on customer
needs, influence product enhancements, and support cross-functional
initiatives.
* Identify and pursue upsell/cross-sell opportunities by understanding client
pain points and demonstrating ROI through tailored LMS features like advanced
analytics, custom integrations, and compliance tools.
* Serve as an executive sponsor for key accounts, conducting quarterly business
reviews and strategic planning sessions.
* Track and report on team performance, customer health scores, and success
KPIs to senior leadership.
* Stay abreast of industry trends in learning management and customer success
best practices to innovate Auzmor's approaches.
Qualifications
* Bachelor's degree in Business, Education, Human Resources, or a related
field; Master's degree preferred.
* 7+ years of experience in customer success or account management, with at
least 3 years in a leadership role, preferably in SaaS, LMS, or edtech
industries.
* Proven track record of reducing churn, increasing customer lifetime value,
and leading teams to exceed retention targets.
* Strong understanding of Learning Management Systems (e.g., user adoption
strategies, content management, reporting, and integrations).
* Excellent leadership, communication, and interpersonal skills, with the
ability to influence at all levels, including C-suite executives.
* Proficiency in customer success tools (e.g., Gainsight, Totango, Salesforce)
and data analysis platforms.
* Analytical mindset with experience using metrics to drive decisions and
improvements.
* Ability to travel occasionally for client meetings or team events (up to
20%).
Preferred Qualifications
* Experience in the HR, training, or compliance sectors, with knowledge of
competitors like Absorb LMS, Docebo, or Cornerstone OnDemand.
* Certifications in customer success (e.g., CCSM) or related fields.
* Familiarity with agile methodologies and product feedback loops in SaaS
environments.
Location
This role is based in Iowa, with a strong preference for local candidates to
facilitate occasional in-office collaboration. Remote work is available for
exceptional candidates outside Iowa, provided they can accommodate Central Time
Zone hours and occasional travel.A
American Technology Consulting