Client Success Manager, Tech Touch

About LRN

Do you want to use your client success expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.

LRN is a SaaS based e-Learning provider with a global presence. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviours that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.

About the role:

As a Tech Touch CSM at LRN, you will be responsible for driving customer success at scale through a combination of digital engagement, automation, and low-touch customer interactions. You will work with a diverse portfolio of customers to ensure they derive maximum value from our platform, minimize churn, and achieve their business goals. This role is perfect for someone who thrives in a high-volume, technology-driven environment and is passionate about delivering exceptional customer experiences. 

What you’ll have the opportunity to do:

• Work with technology products and services, with a strong understanding of SaaS platforms and customer success metrics (e.g., NRR, churn, adoption, etc.).
• Explain technical concepts in a clear, accessible manner for non-technical users.
• Communicate with a customer-first mindset, able to engage with customers via digital channels and deliver personalized support.
• Manage a large customer portfolio while maintaining a high level of customer satisfaction.
• Analyze customer data and usage patterns to identify opportunities for improvement and drive proactive engagement.
• Identify and resolve customer challenges via digital touchpoints.
• Juggle multiple priorities and manage competing customer needs.
• Communicate effectively in a digital-first environment.
• Work cross-functionally with sales, product, and support teams to enhance the overall customer experience.

Requirements

You should have:

#Must have skills

• 2+ years in a customer-facing role, preferably in customer success, account management, or technical support for SaaS or technology companies. 
• Experience working with CRM tools (e.g., Salesforce, HubSpot, etc.), customer success platforms (e.g., Gainsight, Totango), and automation tools (e.g., Intercom, Zendesk).

# Good to have skills

• Experience in a Tech Touch or High-Touch Customer Success role in a SaaS or B2B environment. 
• Familiarity with customer success best practices and methodologies (e.g., Net Promoter Score, Customer Health Scoring). 
• Experience with data analysis and reporting tools (e.g., Google Analytics, Tableau, etc.). 
• A strong passion for helping customers succeed and an understanding of how to use technology to enhance their experience. 

Benefits

• Competitive compensation
• Flexible PTO plus US public holidays
• Excellent healthcare plan including eye & dental care
• Excellent 401K with employer match
• Life Insurance, Short term and long term disability benefits
• Health & Wellness reimbursements
• Health Saving & Flexible spending account

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.