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Customer Solution Manager

American Technology Consulting

Des Moines, Iowa

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JOB DETAILS
SKILLS
Agile Programming Methodologies, Analysis Skills, Best Practices, Business Strategy, Coaching, Communication Skills, Content Management, Cross-Functional, Cross-Selling, Customer Acquisition, Customer Churn, Customer Retention/Renewal, Customer Satisfaction, Customer/Client Research, Data Analysis, Develop and Maintain Customers, Exceeded Sales Goal, Human Resources, Industry/Trade Analysis, Interpersonal Skills, Leadership, Learning Management System (LMS), LifeTime Value (LTV), Mentoring, Metrics, Onboarding, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Product Planning, Product Support, Return on Investment (ROI), Sales, Sales Management, Salesforce.com, Set Goals, Software as a Service (SaaS), Strategic Planning, Team Lead/Manager, Trend Analysis, Up-Selling, Usage Analysis, Willing to Travel, Work From Home
LOCATION
Des Moines, Iowa
POSTED
30+ days ago
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.

About the Company

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American Technology Consulting