Speak

Customer Success Manager

• Own a portfolio of direct B2B accounts, driving renewal, retention, and learner engagement
• Onboard new customers and administrators and launch programs quickly
• Drive learner activation during the first weeks of programs
• Monitor usage data and identify at-risk accounts and low-engagement cohorts
• Run targeted interventions to improve engagement
• Deliver data-backed business reviews demonstrating program ROI and next steps
• Partner with Marketing on engagement campaigns and challenges
• Identify expansion signals and partner with Sales on expansion opportunities
• Communicate product gaps and recurring customer pain points to Product and Engineering
• Maintain accurate account, renewal, and activity records in HubSpot for reliable forecasting
• Collaborate with Sales, Marketing, and Product as part of the Speak for Business team

Operations

• Support Speak's user and community operations
• Conduct user interviews, collect feedback and summarize key user insights
• Support community engagement, user testing and basic data analysis
• Support Campus Referral, Ambassador and other organic growth initiatives
• Work with Product, Engineering and CX teams to follow up on key user issues

Customer Success Manager

User Operations Intern