Client Success Manager, Tech Touch

Lrn - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

1,001-5,000 employees

Real Estate

About the position

As a Tech Touch Client Success Manager at LRN, you will play a crucial role in driving customer success through digital engagement and automation. This position focuses on managing a diverse portfolio of customers, ensuring they maximize the value from LRN's SaaS platform while minimizing churn and achieving their business goals. The role is ideal for individuals who thrive in a technology-driven environment and are passionate about delivering exceptional customer experiences.

Responsibilities

• Drive customer success at scale through digital engagement and automation.
• Work with a diverse portfolio of customers to ensure they derive maximum value from the platform.
• Minimize churn and help customers achieve their business goals.
• Explain technical concepts in a clear manner for non-technical users.
• Engage with customers via digital channels and deliver personalized support.
• Analyze customer data and usage patterns to identify opportunities for improvement.
• Identify and resolve customer challenges via digital touchpoints.
• Manage multiple priorities and competing customer needs effectively.
• Collaborate cross-functionally with sales, product, and support teams to enhance customer experience.

Requirements

• 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), customer success platforms (e.g., Gainsight, Totango), and automation tools (e.g., Intercom, Zendesk).

Nice-to-haves

• 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).
• 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