Senior Customer Success Manager (AMER) in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager (AMER) based in United States.

This role is focused on turning platform adoption into measurable business and learning outcomes for a diverse portfolio of customers.
You will act as a consultative partner, combining deep learning and development expertise with strong platform knowledge and data-driven decision-making.
The position spans customer strategy, content curation, engagement, enablement, platform configuration, and impact measurement.
You will work directly with senior stakeholders to identify capability gaps, define success metrics, and design strategies that support organizational goals.
A hands-on approach is essential, with opportunities to build experiences, configure platforms, curate content, and help customers unlock new use cases.
You will collaborate closely with account, implementation, product, and content teams while bringing valuable customer insights back into the organization.
This is an opportunity to shape customer outcomes in a fast-moving learning technology environment where curiosity, initiative, and meaningful impact are highly valued.

• Partner with customers to understand business objectives, capability gaps, audience needs, and strategic priorities, translating these insights into actionable learning, onboarding, communication, mentoring, and engagement strategies.
• Define success metrics from the beginning of each customer engagement and develop robust impact frameworks and KPIs to measure adoption, engagement, and business outcomes.
• Provide regular, data-driven reporting and candid recommendations that demonstrate the tangible value of learning initiatives and maintain accountability for customer outcomes.
• Develop sophisticated customer content strategies by mapping existing and planned content to competency frameworks, identifying strategic gaps, and advising on build-versus-buy decisions.
• Enable customers to create, curate, and manage content using available platform tools while identifying opportunities to strengthen their content ecosystems and improve learning experiences.
• Design and execute high-impact launch, expansion, and re-launch campaigns to drive meaningful platform adoption and engagement across customer audiences.
• Monitor engagement metrics and platform activity proactively, identifying risks and opportunities early and taking action to maximize adoption and long-term customer value.
• Help customers unlock new features, capabilities, and use cases by providing practical guidance and ensuring they understand how to use the platform effectively.
• Maintain deep platform expertise and advise customers on configuration, experience design, and potential use cases, demonstrating what is possible through the technology.
• Take a hands-on approach to customer delivery by building, configuring, administering, and managing platform environments, including content curation, experience structuring, and day-to-day platform operations.
• Collaborate closely with account management, implementation, product, and content teams to coordinate customer priorities, escalate risks, and ensure a consistent customer experience.
• Capture and communicate customer insights, needs, and feedback to help inform product direction and identify opportunities for future improvements.
• Manage and prioritize a diverse customer portfolio proactively, maintaining strong relationships while balancing strategic planning with hands-on execution.

Requirements:

• Proven hands-on experience with learning technology platforms, with the technical confidence to navigate, administer, build, configure, and manage platforms with minimal ramp-up time.
• Strong professional background in Learning & Development, learning design, customer enablement, consultancy, or a related field, with experience delivering impactful learning programs from inception through execution.
• High data literacy, with the ability to analyze engagement metrics, identify meaningful trends, develop compelling insights, and translate complex data into actionable recommendations.
• Strong understanding of evidence-based impact measurement, including the ability to establish meaningful success metrics and clearly articulate the value and outcomes of learning initiatives.
• Demonstrated ability to work confidently with senior stakeholders, including L&D leaders and business decision-makers, providing credible advice and constructively challenging conventional approaches when appropriate.
• Strong understanding of content strategy and learning experience design, with the ability to curate high-quality learning assets and align them with competency frameworks and strategic objectives.
• Deep product and platform expertise, combined with the ability to translate technical capabilities into practical customer solutions and demonstrate the full range of possible use cases.
• Proven ability to manage and prioritize multiple customer relationships while proactively identifying adoption risks and opportunities to strengthen long-term engagement.
• Experience taking ideas and strategies from initial concept through practical implementation, with a strong bias toward execution and measurable outcomes.
• Excellent communication, presentation, consulting, and relationship-building skills, with the ability to communicate complex ideas clearly to both technical and non-technical stakeholders.
• A proactive, curious, adaptable, and solutions-oriented mindset, with the confidence to experiment, challenge established approaches, and respond effectively to changing customer needs.
• Authenticity, initiative, and a collaborative approach, with the ability to contribute positively to a team culture built around innovation, customer impact, and continuous improvement.

Benefits:

• Annual compensation of $70,000–$90,000 USD.
• Unlimited paid holiday.
• Reduced Friday working hours from 10:00 to 15:00, with no internal meetings during that period.
• Flexible working within core hours of 10:00 to 16:00.
• Birthday and Christmas days off, along with a festive shutdown period.
• Ability to work from anywhere for up to four weeks per year.
• Health insurance.
• Fully remote working environment within the United States.
• Opportunity to work on learning technology used by millions of people globally.
• Exposure to strategic customer success, learning technology, content strategy, platform delivery, and data-driven impact measurement.
• Opportunity to collaborate with experienced professionals across customer success, implementation, product, content, and account management.
• An inclusive and collaborative environment that values authenticity, diversity, respect, curiosity, and continuous improvement.