SMB Customer Success Manager

At Articulate, we help people grow through learning. As an SMB Customer Success Manager, you’ll help hundreds of customers succeed with our products — guiding them to get the most value, build learning cultures, and share their success stories. Our SMB team is evolving from a reactive model to a more proactive, insights-driven success motion. You’ll play a key role in that shift — combining empathy, data, and automation to help customers thrive at scale.

What you’ll do:

• Manage all post-sales activity for Articulate 360 customers
• Increase customer retention by focusing on adoption, health & renewals
• Effectively prioritize & manage a high volume of customers to ensure on-time renewals
• Proactively identify revenue opportunities and risks, and develop effective strategies to manage them
• Accurately forecast revenue retention and risks
• Identify CSQLs and work collaboratively with Sales teams to convert expansion opportunities to revenue
• Function as a customer advocate and provide internal feedback on how Articulate 360 can help achieve our customers’ outcomes 
• Collaborate cross-functionally with Product, Support, and Marketing to bring the voice of the customer into everything we build
• Collaborate with CS leadership to improve the SMB customer journey
• Actively participate in all enablement and training activities as assigned
• Other customer success duties as assigned

What you should have:

• 3+ years experience working in customer success, account management or sales roles 
• Experience working in a high-volume, technology-assisted environment
• Strong verbal and written communication skills with a passion for developing deep customer relationships
• Natural curiosity with excellent critical thinking skillsResilience, adaptability and a history of thriving in a fast-paced environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer’s business needs and how those connect back to product value

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 ever-changing 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 most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one 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 human-centered 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 human-centered 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 identity/expression, 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 [email protected]. (For information about Articulate’s privacy practices, please view our Privacy Notice) As an organization, we participate in E-Verify

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