Customer Success Manager

TraCorp LMS is actively seeking a proactive and understanding Customer Success Manager. This company offers a unique, budget-friendly LMS/LXP solution. As a matter of fact, it delivers strong features and endless customization for almost any need within today’s fast-paced businesses. Consequently, smart learning and development (L&D) experts consistently choose TraCorp LMS. This is primarily because it provides enterprise-level functions at a price that saves money for creating new learning content, whether done in-house or in partnership with world-class learning consultants. After all, an LMS without accurate and effective content is merely software.

Please note, this Customer Success Manager position is fully remote. Nonetheless, applicants must reside in one of these specific states: Arizona (highly preferred), Iowa, Kansas, or Michigan. Furthermore, relocation assistance is regrettably not available.

Your Mission as a Customer Success Manager

This Customer Success Manager role is absolutely crucial for client success. Ultimately, the position ensures clients achieve maximum value from the platform. Consequently, this critically drives user satisfaction, adoption, and ongoing retention. Specifically, you will manage support operations, guide new users through onboarding, nurture ongoing customer relationships, and assist with product communications.

Moreover, this job is fully remote. Additionally, it has a set schedule of Monday – Friday, from 8:00 a.m. to 5:00 p.m. AZ time.

Day-to-Day Responsibilities for a Customer Success Manager

As a Customer Success Manager, your key duties and responsibilities include:

Manage the Support Desk (30% of time)

• Provide tiered support and technical troubleshooting via the online help desk and phone. Crucially, you will also distinguish between platform-level issues and those related to third-party or course content.
• Monitor, triage, and actively manage support tickets. This consistently ensures timely, high-quality responses.
• Act as a direct liaison between customers and internal teams, particularly product engineering. To achieve this, you will clearly communicate user feedback, identified bugs, and new feature requests.
• Oversee ticket handoffs to the product team for more complex projects or bug fixes. Subsequently, you will meticulously follow through to resolution.
• Assist with testing and validation of new releases. This critically ensures updates meet functional expectations before their official rollout.
• Create templated responses and materials. Ultimately, these will significantly streamline proactive customer outreach efforts.

Lead Onboarding & Knowledge Management (30% of time)

• Lead onboarding sessions. During these sessions, you will guide new clients through initial setup, configuration, and essential LMS best practices.
• Maintain and continually update user-facing documentation, knowledge base articles, and video tutorials. This directly supports ongoing learning and client self-service.
• Develop standard product settings and templates. These will be based on diverse customer use cases, for example, e-Commerce versus employee compliance training.
• Create specific training resources tailored for different user roles, such as administrators, instructors, and learners.
• Identify existing gaps in training and support tools. Then, consequently, you will proactively improve these materials and processes.

Nurture Client Relationships (25% of time)

• Build trusted, long-term relationships with clients. This, in turn, actively supports customer retention and overall account growth.
• Conduct regular check-ins, comprehensive business reviews, and satisfaction surveys. These tools effectively help gauge customer health and identify potential opportunities for upsells or renewals.
• Advocate vigorously for customer needs internally. Concurrently, ensure to set realistic expectations externally.
• Support strategic customers with tailored success plans. Ultimately, this ensures strong alignment with their specific learning goals.

Support Communications & Marketing (15% of time)

• In close coordination with the product team, develop and manage all customer-facing product communications. This comprehensive effort includes release notes, new feature announcements, and regular newsletters.
• Assist with holding customer information webinars. Notably, these webinars specifically relate to introducing new features and actively growing their adoption.
• Collaborate closely with marketing. Together, you will craft clear, engaging materials about new features. Crucially, these materials will prominently highlight the product’s intrinsic value.

What You Bring to This Success Manager Role

A Bachelor’s degree or equivalent years of experience is required. In addition, you should also possess:

• Two or more years of experience in a Customer Success Manager, Account Management, or Technical Support position. Notably, experience in SaaS (Software as a Service) or EdTech (Educational Technology) is preferred.
• Excellent troubleshooting and problem-solving skills. Furthermore, the ability to clearly explain technical concepts to non-technical audiences is absolutely essential.
• The ability to communicate effectively with all levels of an organization. Moreover, this encompasses both internal and external stakeholders.
• Strong project management and organizational abilities. Specifically, the capacity to manage multiple priorities efficiently.
• A genuinely collaborative and customer-focused mindset. Indeed, prioritizing customer needs is consistently key.
• The ability to be flexible and adept at handling multiple priorities simultaneously. Crucially, you must also meet deadlines with minimal supervision.
• A strong team player attitude. Consequently, strong relationship-building skills are vital when working with fellow departments and customers.

Preferred Skills (for pay over $33/hour):

• Experience with various Learning Management Systems, for example, TraCorp LMS, Cornerstone, Docebo, or other proprietary LMS platforms.
• Familiarity with SCORM, xAPI, or other eLearning standards. This is a definite plus.
• A background in instructional design or learning technology. Similarly, expertise here is beneficial.
• Experience with release testing or quality assurance (QA) processes. Indeed, this further enhances your value.

Compensation & Benefits for Our Success Managers

This is an hourly, full-time role, specifically from 8:00 a.m. to 5:00 p.m. AZ time. Moreover, an immediate opening is available.

• Regarding compensation, the PAY RANGE is $26.44 to $36.06 per hour. Naturally, this depends on your experience and preferred skills.

Furthermore, comprehensive benefits include:

• Paid short-term & long-term disability insurance.
• A 401K account. Notably, this becomes available after 6 months of employment.
• An 80/20 split on health & dental insurance for the employee.
• 10-16 paid company holidays. This varies by year.
• 5 paid sick days, as per Arizona state law or the law where you reside. In addition, you receive
• 10 days (80 hours) of paid time off.

Ready to Apply?

To be fully considered for this Customer Success Manager opportunity, please follow these clear steps:

1. Select the Apply now button. This action will prompt you to send an email.
2. You must include your resume. Furthermore, submit a brief description detailing your fit for this specific role.
3. Crucially, please also clearly note the city and state where you currently reside. This helps TraCorp confirm you meet the residency requirements.

Ultimately, this is your prime opportunity to showcase your written communication skills and elaborate on your relevant experience. Feel free to also share a link to your LinkedIn profile.

Important Note: TraCorp is an E-Verify employer. Therefore, all applicants must be fully authorized to work in the United States.

Apply now to start your dream job: https://weworkremotely.com/listings/tracorp-customer-success-manager-remote-in-az-io-ks-or-mi-usa