Customer Success Lead

Accountabilities:

• Lead client intake and onboarding by defining success metrics, aligning logistics, resolving technical access requirements, and coordinating participant enrollment.
• Own program launches from contract execution through cohort kickoff, coordinating activities across Learning, Program Success, Admissions, and other internal teams.
• Serve as the primary operational contact for employer partners throughout the full program lifecycle.
• Manage a portfolio of enterprise accounts and maintain strong relationships through regular communication, weekly syncs, and Monthly Business Reviews.
• Prepare and deliver business reviews covering completion rates, job placement, NPS, trends, risks, and key achievements.
• Monitor program health and proactively intervene when learner outcomes or client expectations are at risk.
• Triage and resolve application, enrollment, payment, data transfer, and other operational issues.
• Identify expansion opportunities across existing accounts, including new programs, additional cohorts, and increased participant volumes.
• Partner with Business Development on renewals and account growth by preparing supporting data and client-facing materials.
• Build relationships with stakeholders and decision-makers across client organizations to strengthen long-term partnerships.
• Develop scalable playbooks and processes that support an expanding employer partner portfolio.
• Represent the client perspective in internal planning, communicate partner developments and milestones, and escalate blockers quickly.
• Coordinate cross-functional execution to ensure client commitments are delivered effectively and consistently.

Requirements:

• 4–7 years of experience in customer success, account management, enterprise partnerships, or a similar client-facing role.
• Experience managing complex, multi-stakeholder relationships, ideally involving significant recurring revenue or enterprise accounts.
• Background in education, workforce development, professional services, or employer partnerships is highly relevant.
• Strong operational skills, with the ability to manage detailed program implementations while maintaining the broader health of strategic relationships.
• Comfortable working with data, identifying meaningful trends, and translating metrics into clear client-facing insights and actions.
• Excellent written and verbal communication skills, with the ability to communicate effectively during client meetings, written updates, and internal cross-functional discussions.
• Highly organized and self-directed, with the ability to independently manage a portfolio of accounts and competing priorities.
• Strong problem-solving skills and the ability to identify risks early, resolve issues, and coordinate stakeholders toward solutions.
• Experience with workforce training or employer partnerships is a plus.
• Experience working with healthcare organizations is a plus.

Benefits:

• Full-time opportunity based in the United States.
• Senior individual contributor role with broad ownership across enterprise customer relationships.
• Direct impact on client outcomes, learner results, and partnership growth.
• Opportunity to manage large employer accounts and collaborate with multiple internal business functions.
• Exposure to strategic account management, workforce development, customer success, and program operations.
• Opportunity to build scalable processes and playbooks as the partner portfolio grows.
• Collaborative, cross-functional environment with significant autonomy and ownership.
• Opportunity to contribute to programs designed to help learners develop skills and advance their careers.