Note: The job is a remote job and is open to candidates in USA. ACI Learning is a leading provider of audit, cybersecurity and IT training solutions, empowering individuals and organizations worldwide. The Customer Success Manager will act as a trusted advisor for assigned accounts, ensuring customer satisfaction and driving adoption and retention of the platform.
Responsibilities
- Drive adoption, usage expansion, and retention across your assigned accounts
- Run a structured outreach plan and keep it consistent month over month
- Build relationships with key stakeholders and serve as their go-to advisor
- Own onboarding for your accounts and get fully proficient in our CRM and engagement tools quickly
- Log engagement activity in our systems of record and keep a current weekly forecast in Salesforce
- Spot and close upsell and cross-sell opportunities on your own
- Partner with Sales, Product, Marketing, and Support to resolve issues and land outcomes
- Bring the customer's voice back inside the company and push for improvements based on what you hear
- Use account data to prioritize, plan, and make decisions
Skills
- Bachelor's degree or equivalent relevant experience
- 2+ years in Customer Success, Account Management, Sales, Support, Implementation, or another customer-facing role
- Experience managing customer relationships, working with stakeholders, and supporting adoption or retention goals
- The ability to learn and use Salesforce, Outreach, and related CRM and engagement tools effectively
- Strong verbal and written communication
- A track record of juggling multiple priorities, following through on commitments, and coordinating across internal and external teams
- Experience supporting Corporate, Government, or Academic customers
- Familiarity with Net Revenue Retention, churn reduction, and upsell/cross-sell motions
- Background in SaaS, EdTech, or another subscription business
- Comfort with AI tools and a habit of using technology to solve business problems
- Experience managing SMB customers in a high-volume customer success environment
Benefits
- Comprehensive medical, dental, and vision coverage—starting the 1st of the month after your hire date.
- Four weeks of paid parental or medical leave, so you can focus on what matters most.
- Flexible PTO policy, sick time, and eight paid holidays — because we believe in balance.
- 401(k) retirement plan so you can invest in your future from day one.
- One free course each year after 90 days — advancing your skills is part of the job.
- Tuition assistance to support your continued education and professional growth.
Company Overview