Customer Success Manager

At ACI Learning, our customers are building the teams that defend networks, pass audits, and keep IT running. Your job is making sure they get everything they signed on for, and then finding them more. Plenty of Customer Success roles are dressed-up ticket queues. This one is a real book of business. You'll own a portfolio of Corporate, Government, and Academic accounts as their trusted advisor, guiding how they use the platform, spotting where they can grow, and earning every renewal by making the relationship worth it. You'll have genuine autonomy to run your accounts your way, and a scoreboard you can see, because in this role the line between your work and the result is a short one. Here's what that looks like day to day.

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What you'll do

You'll act as the trusted advisor for your assigned accounts, building real relationships with the people who make decisions and the people who use the product day to day. The work is proactive, not reactive: structured outreach, early risk-spotting, and a constant read on where each account can get more value.

• 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

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What you'll need

• 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

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What we'd like you to have

• 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

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What we're counting on from you

• Ramp fast. We expect you fully onboarded within 45 days: proficient in the CRM and outreach tools and clear on how we engage customers.
• Stay consistent. We look for better than 95% monthly outreach compliance across your accounts.
• Move the churn number. Contribute to cutting churn across your book in half within your first six months.
• Keep your records honest and current. Daily activity notes and an up-to-date weekly forecast in Salesforce.
• Grow your accounts. Independently find and close upsell and cross-sell opportunities that support our NRR goals.

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If you're the kind of person who treats a renewal as the result of everything you did in the months before it, we should talk.