Note: The job is a remote job and is open to candidates in USA. Training & eTracking Solutions is a fast-growing online training and compliance platform serving various sectors in human services and healthcare. They are seeking a Customer Success Manager to enhance the customer experience, manage relationships, and ensure clients derive maximum value from their platform.
Responsibilities
- Lead customer onboarding and ensure new customers are set up for success
- Serve as the primary point of contact for assigned customers
- Build strong relationships with administrators, executives, and training leaders
- Help customers understand and use the LMS, compliance tracking tools, reporting features, and training content
- Conduct check-ins, platform walkthroughs, and customer success calls
- Monitor customer usage and proactively identify accounts that may need additional support
- Answer customer questions and coordinate with internal teams to resolve issues
- Gather customer feedback and communicate trends, pain points, and product requests to leadership and the technology team
- Support renewals by maintaining strong relationships and demonstrating ongoing value
- Identify upsell opportunities where additional services, courses, compliance support, or technology features would benefit the customer
- Maintain accurate customer notes, follow-up tasks, and account information in the CRM or internal tracking systems
- Help create customer-facing resources, guides, FAQs, and training materials
- Represent the company professionally during customer meetings, demos, conferences, and follow-up conversations
Skills
- Experience in customer success, account management, client services, sales support, implementation, training, or a related role
- Strong communication and relationship-building skills
- Comfortable learning and explaining software platforms
- Highly organized with strong follow-through
- Ability to manage multiple accounts and priorities at the same time
- Comfortable working in a growing company where processes are evolving
- Strong problem-solving skills and a customer-first mindset
- Experience with LMS platforms, healthcare, human services, compliance, or workforce training
Company Overview