Offer summary

Qualifications:

5+ years of experience in customer success or account management., At least 2+ years in a people management role leading distributed teams., Proven success in SaaS or eLearning industries with enterprise customers., Strong skills in coaching, communication, and collaboration..

Key responsibilities:

Oversee the customer lifecycle for enterprise accounts from onboarding to renewal.

Support and coach a team of Customer Success Managers to ensure high performance.

Collaborate with cross-functional teams to align on customer needs and strategic initiatives.

Track and report on team performance, customer outcomes, and revenue metrics.

Articulate develops e-learning software, content, and resources that change the way the world learns. More than 120,000 organizations worldwide, including all 100 of the Fortune 100, have created millions of courses using our online training platform, Articulate 360. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. Learn more about Articulate 360 at https://articulate.com/360 Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 1.2+ million members of E-Learning Heroes at https://community.articulate.com As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees. We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2024: https://articulate.com/about/careers

We are seeking a strategic and peoplefocused Manager, Enterprise Customer Success to lead a highperforming team of Enterprise Customer Success Managers (CSMs). This team is responsible for ensuring the success, satisfaction, and retention of our enterprise customers across the U.S. and globally.

As the Manager, you’ll oversee the development and execution of customer success strategies that drive adoption, retention and expansion. Youll coach and retain top talent, collaborate crossfunctionally, and play a key part in shaping the future of Enterprise Customer Success at Articulate.

What Youll Do:Oversee the customer lifecycle for Enterprise accounts, from onboarding to renewal
Support your team in maintaining strong relationships, delivering measurable outcomes and mitigating renewal risks
Own Enterprise renewals and ensure retention targets are consistently met
Identify CSQLs and partner with Sales to grow customer value
Maintain accurate revenue forecasts and contribute to overall business planning
Hire, manage, coach, and develop a team of Enterprise CSMs to ensure high performance and engagement
Foster a collaborative, customerfocused team culture
Work closely with Sales, Product, and Marketing teams to align on customer needs and strategic initiatives
Share customer insights to help shape product direction and customer engagement programs
Partner with internal stakeholders to deliver on key business priorities
Optimize team processes and workflows for scalability and efficiency
Use data and tools to track progress, identify trends, and inform decisionmaking
Provide regular reporting on team performance, customer outcomes, and revenue metrics
Serve as an escalation point for complex customer issues, while advocating for the business and the customer
Support VP in special projects and other tasks as assigned
Partner with CS Enablement to identify development opportunities for CSMs and create strategies to address them
Partner with Legal to navigate complicated customer agreements

What You Should Have:
5+ years of experience in customer success, account management, or related roles, with at least 2+ years in a people management role.
Proven success leading distributed teams managing enterprise customers in SaaS or eLearning industries.
Strong track record of meeting andor exceeding revenue targets and KPIs
Experience forecasting customer outcomes, including retention and CSQLs.
Excellent coaching, communication, and interpersonal skills.
Experience collaborating crossfunctionally in a fastpaced, remote environment.
About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for everchanging remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th mostloved product in the world by TrustRadius in 2021. And Rise —an allinone online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a humancentered organization , Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a humancentered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here .

Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identityexpression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at hr@articulate.com.
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