Senior Customer Success Manager

Job Overview:

The Senior Customer Success Manager (Sr. CSM) role is a strategic position within the Customer Success Team, designed to align closely with an assigned Sales Executive s portfolio. The Sr. CSM s primary objective is to ensure strong business retention and growth by driving customer success through data-driven engagement and insights across the customer lifecycle. This role involves managing customer relationships post-sales, from registration to driving repeat business. Key responsibilities include check-ins, evaluation reviews, upselling opportunities, and ensuring a seamless learner experience. The Sr. CSM must have a comprehensive understanding of NetCom s products and services to guide customers effectively in selecting the right training solutions.

Responsibilities:

• Serve as the primary relationship owner for assigned enterprise accounts in the POD, working collaboratively with Learning Consultants.
• Manage the full post-sales customer journey, including registration, classroom monitoring, usage tracking, and optimization.
• Leads strategic discussions to uncover opportunities with high-value learners and accounts. Focuses on larger or more complex upselling/crossselling opportunities
• Develop and execute strategies to minimize learner drop rates.
• Effectively manage the entire learner/accounts customer journey which results in customer increasing the investment with Netcom
• Proactively communicate with customers and internal teams to provide a feedback loop on our products and ensure the customers experience.
• Solve customer challenges by identifying gaps, proposing solutions, and mapping value against those solutions
• Monitor and document customer success stories, providing valuable insights to the Marketing and Operations teams.

Requirements:

• Bachelors degree Minimum
• Proven experience in a Customer Success or Account Management role, preferably in the IT Training Industry.
• Strong understanding of IT training technologies and trends.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work collaboratively in a Sales POD Model.
• Results-oriented with a track record of meeting and exceeding client satisfaction and revenue targets (upselling and cross-selling)
• Proficiency in CRM tools and data analysis.

Key Attributes:

• Results-driven mindset with a passion for customer success.
• Strategic thinker who can identify opportunities and execute effectively.
• Collaborative team player who thrives in a fast-paced, data-driven environment

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Education

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