Sr. Customer Success Manager

About Skillsoft

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.

Role Overview

We are seeking an experienced Senior Customer Success Manager (CSM) to be a strategic advisor responsible for driving skills-based outcomes in our Solutions Organization. In this role, you will lead outcome-based executive level conversations tied to business priorities, not just learning activity.

Key Responsibilities

• Strategic and Executive Engagement: Translate customer goals into clear success plans with measurable impact. Advise on skills-based workforce transformation, not just learning programs.
• Platform, Solution & AI Confidence: Demonstrate mastery of our solutions and expertise in the evolving product offering. Speak credibly about AI-enabled capabilities and limitations. Explain value in practical, business terms. Guide customers through ethical, responsible adoption conversations.
• Skills Intelligence & Workforce Strategy Fluency: Confidently explain skills vs. competencies, job architectures, and proficiency models. Guide customers through taxonomy decisions, benchmarks, and readiness planning. Articulate the value of each approach.
• Data-Led Insights and Decision Making: Use data to prioritize risk, opportunity, and expansion conversations. Interpret dashboards and metrics to tell a clear story. Tie engagement and adoption data back to business outcomes.
• Cross Functional Orchestration: Quarterback across Product, Professional Services, Sales and Support. Be the voice of the customer at the account level, feeding product and pricing teams with monetizable insights. Partner in shaping repeatable plays and best practices.
• Commercial Acumen & Growth Strategy: Understand commercial levers and account economics. Identify growth signals tied to maturity and outcomes. Confidently partner with Sales on timing, readiness and value.
• Change Management & Customer Enablement: Lead customers through change, ambiguity and new operating models. Prepare customers ahead of launches and transitions. Reinforce adoption through structured enablement.

Required Skills & Qualifications

• 8+ years of professional B2B Customer Success Manager experience with a Bachelor's degree or commensurate experience
• Expertise as a strategic advisor with a solution mindset and customer relationship management experience
• Experience strengthening C-suite connections and cultivating customer champions
• Proficiency in Salesforce, Business Intelligence tools, MS Office Suite
• Customer Success Platform experience such as Gainsight or Churn