Mid-Market Customer Success Manager at Articulate

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, EdTechIndustries

Requirements

5+ years experience working in a customer-facing account management, sales or customer success role
A strong understanding of customer success
Experience managing a book of 100+ customer accounts
Proven ability to manage complex renewals, including commercial conversations and negotiation
A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
Experience creating and upleveling strategic relationships with key stakeholders
Demonstrated ownership of the entire customer lifecycle, including onboarding, expansion, and retention
Ability to prioritize a large but strategic book
Excellent critical-thinking skills
High commercial acumen and strong discovery skills
Resiliency, adaptability, and experience thriving in a fast-paced environment
Ability to work independently, with a high sense of self-accountability and as part of a collaborative team
Excellent verbal, written communication and presentation skills
2+ years experience in SaaS
2+ years experience using Salesforce

Responsibilities

Effectively manage a book of our mid-market customers (typically ~250-300)
Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal
Proactively drive customer adoption and mitigate retention risk
Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention
Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews
Accurately forecast renewal revenue for current and future quarters
Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
Lead account planning efforts in collaboration with Sales to define joint customer success strategies
Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs)
Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations
Be the voice of the customer internally to share product feedback and resolve customer challenges
Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building
Own and deliver key customer success initiatives that drive product adoption and retention across your book
Participate in special projects and responsibilities aligned with strategic priorities

Skills

Customer Success

Account Management

Onboarding

Product Adoption

Renewals

Contract Negotiations

Revenue Retention

Customer Retention

Business Reviews

Account Planning

Cross-Functional Collaboration

CSQLs

Stakeholder Engagement

Churn Mitigation

Forecasting

Articulate

E-learning software for course creation

About Articulate

Articulate provides e-learning software and resources aimed at businesses, educational institutions, and individual course creators. Its main product, Articulate 360, is a subscription service that includes tools like Storyline 360 and Rise 360, which help users create interactive online courses without needing advanced technical skills. Storyline 360 allows for the development of custom e-learning courses, while Rise 360 is designed for ease of use and responsive design, making it suitable for various devices. Articulate differentiates itself from competitors through its user-friendly design, comprehensive features, and strong community support. The company's goal is to simplify the course creation process and empower users to deliver effective online training.

New York City, New YorkHeadquarters

2002Year Founded

$1,459.1MTotal Funding

SERIES_ACompany Stage

Consumer Software, EducationIndustries

501-1,000Employees

Benefits

Student debt repayment

401(k) savings

Supplemental insurance

Mental health sessions

Health savings account (HSA)

Life coaching

Flexible PTO

Fully remote

Well-being benefit

Medical insurance

Baby bonding leave

Child care assistance

Tuition reimbursement

Transgender benefit

Company matching donations

Abortion travel assistance

Service sabbatical

Cash for Change

Risks

Emerging e-learning platforms offer similar features at lower costs, increasing competition.

Rapid AI advancements could outpace Articulate's current offerings if not updated swiftly.

Data privacy concerns with AI integration may lead to regulatory scrutiny.

Differentiation

Articulate 360 offers a comprehensive suite of e-learning tools for diverse users.

Storyline 360 allows custom, interactive course creation without advanced technical skills.

Rise 360 provides ease of use and responsive design for mobile-friendly courses.

Upsides

Articulate's AI Assistant in Rise 360 enhances online course creation capabilities.

The $1.5 billion funding boosts Articulate's growth and innovation potential.

Rise Themes improve engagement and outcomes in e-learning experiences.

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