Senior Customer Success Manager

Intellum

. Ensure high levels of customer satisfaction for Intellum’s key accounts through relationship building, problem solving, and mapping product value of Intellum’s native AI features to innovative learning programs .

Posted 10/23/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving enterprise learning and development programs, building stakeholder relationships, and utilizing CRM tools to monitor customer health metrics. Proficient in problem-solving and communicating complex information simply to enhance customer satisfaction and retention.

Highest-signal resume keywords

L&D Program ManagementStakeholder Relationship BuildingCRM ProficiencyData AnalysisSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

L&DAccount ManagementCustomer SuccessSaaSLMSCMSProject ManagementSoftware Development ManagementData AnalysisCustomer Health Metrics

Soft Skills

Problem SolvingCommunicationSelf-OrganizationCollaborationRelationship Building

Tools & Technologies

SalesforceAtlassian ProductsAsanaZendeskGoogle SuiteMac OS

Industry Keywords

Enterprise Learning ProgramsCustomer RetentionHealth ChecksExecutive Business ReviewsCustomer Insights

About the role

Key responsibilities & impact

Ensure high levels of customer satisfaction for Intellum’s key accounts through relationship building, problem solving, and mapping product value of Intellum’s native AI features to innovative learning programs
Drive enterprise L&D programs in partnership with Intellum customers to support customer retention and growth
Act as primary relationship owner and deliver measurable value through regular engagement, data-driven consultation, and guidance across Intellum resources and touchpoints
Guide customers in program health for L&D programs
Lead structured health checks and cross-functional, customer-facing Executive Business Reviews
Maintain customer health metrics in CRM tools, assessing initiative health, product utilization, customer sentiment, and portfolio-level experience
Develop and nurture stakeholder relationships
Collaborate with Product, Marketing, Support, and Sales
Develop and maintain Account Action Plans for stability and risk management
Monitor client insights dashboards, identify improvement opportunities and health risks, and escalate appropriately
Surface account expansion opportunities and partner with Sales
Position Intellum roadmap and releases to achieve business outcomes
Inform clients about platform updates and guide product migrations
Represent the customer internally through product feedback and advocacy
Educate customers on adoption, engagement, and content efficacy strategies
Participate in occasional industry events, webinars, and conferences
Relay organizational news and initiatives
Meet measures including customer retention/GRR, health-check and EBR completion, stakeholder relationships, and accurate customer health documentation

Requirements

What you’ll need

5-10+ years of work experience in L&D, Enablement, Account Management, Management Consulting, or Customer Success
Deep exposure to L&D with a point of view on enterprise learning programs
Experience with SaaS, LMS, CMS, and/or software development management (LMS preferred)
Demonstrable success in building stakeholder relationships
Familiarity with CRM, Project Management, and Software development tools (Salesforce, Atlassian products, Asana, Zendesk) (preferred)
Proficient in Google Suite and Mac OS (preferred)
Bachelor’s degree in a related field or equivalent experience
Ability to absorb complexity and communicate it with simplicity, tailoring approach based on audience
Ability to identify and solve problems effectively, independently and collaboratively
Ability to build relationships with customers and cross-functional teams
Comfort navigating data sources and discerning meaning from numbers
High level of self-organization and ownership; ability to manage high workflow volume and pace

Benefits

Comp & perks

Medical - 100% of employee premiums for selected individual plans
Dental - 100% of employee premiums covered
Vision - 100% of employee premiums covered
LinkedIn Learning
401(k) plus matching (US Based Only)
Flexible PTO
Calm subscription
Annual Company Retreat
Personal development budgets