Customer Success Manager

ACI Learning · Posted 6d ago

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Eligibility

Worldwide

Type

Full-time

Posted

6d ago

Join the ACI Learning Adventure!

Our Mission

Welcome to a new era of learning, where individuals and organizations come to transform goals into measurable success. At ACI Learning, we believe that anything worth doing is worth leading the way—with innovation, exceptional experiences, and impactful results.

We provide a full ecosystem of learning and development solutions that empower people and businesses to lead with confidence, learn with purpose, and achieve outcomes that matter. Join us, and together, we'll shape the future of skill-building and professional growth.

The ACI Team

Imagine collaborating with over 200 of the brightest minds who are passionate, grounded, and dedicated to shaping the future of eLearning. Together, we're not just a team; we're a movement in one of the most exciting times in tech.

Purpose-Driven Culture

At ACI Learning, work isn’t just a job. It’s a passion we pour into every project, every day. We celebrate creativity, innovation, and the joy of doing what we love.

Your Opportunity

Are you ready to be part of something transformative? Dive into a world of collaboration, growth, and endless potential. Apply now and help lead the change!

Who We Are

ACI Learning is a leading provider of audit, cybersecurity and IT training solutions, empowering individuals and organizations worldwide to improve their technical capabilities and their cybersecurity with compelling and comprehensive training. Our leadership position extends even further to our new SaaS Learning Platform myACI that goes beyond audit, cyber and IT training to provide organizational and individual knowledge assessment, analytics and training delivery with integrated AI to understand capabilities and skill gaps for organizations.

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.

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

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

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

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.

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.

At ACI Learning, we offer a competitive, experience-driven salary range that aligns with your qualifications and contributions. To that end, the posted salary range reflects our most reasonable assumption of pay for this position at the time of posting.

Pay range$70,000—$80,000 USD

OTE (On-Target Earnings) is the total compensation you can expect—combining your base salary and variable bonus—when you achieve your performance goals. It’s designed to reward you for hitting quota and give a clear picture of your earning potential.

OTE$90,000—$100,000 USD