Senior Client Success Manager

"Our Customer Success team sits at the intersection of retention and growth. We don’t measure ourselves on activity. We measure ourselves on outcomes. This team is trusted to operate commercially, think strategically, and do what it takes to move customers forward. It’s not always clean or structured, and that’s the point. The people who succeed here figure things out, push through complexity, and consistently deliver real value to customers." — Darren O'Connor, Director, Customer Success

As a Senior Customer Success Manager (CSM) at Absorb, you will own a portfolio of Enterprise and Strategic accounts, representing a significant book of business with direct impact on customer health, Gross Revenue Retention (GRR), and long-term growth.

This role requires a proactive, outcome-oriented approach. You are expected to anticipate risk, identify opportunity, and drive account strategy aligned to customer objectives and commercial outcomes. You will operate as a strategic advisor with strong commercial and technical acumen, leading discovery, shaping success strategies, and ensuring measurable value realization through Absorb LMS.

This is a highly customer-facing role with an expectation of consistent engagement across senior stakeholders, including regular participation in strategic customer conversations and forums. You will partner closely with Strategic and Enterprise Account Managers, who own the commercial relationship, to co-develop account plans, inform renewal strategy, manage risk, and support expansion.

Interested in hearing more about Absorb? Listen here:

Absorb Culture - Absorb LMS

What you’ll do:

• Manage a high-value portfolio of Enterprise and Strategic accounts with accountability for customer health, retention performance, and growth contribution.

• Develop and execute structured account plans aligned to customer priorities, business outcomes, and lifecycle stage.

• Leverage AI tools to enhance customer insight, streamline account management workflows, and improve the quality and efficiency of discovery, analysis, and strategic recommendations

• Lead discovery to understand customer strategy, operating model, and learning objectives, translating these into clear success plans.

• Act as a trusted advisor on Learning & Development strategy, guiding customers on how to design, scale, and optimize learning programs using Absorb LMS.

• Drive value realization by linking platform usage and learning initiatives to measurable business outcomes and ROI.

• Establish and maintain a clear value narrative within each account, reinforcing Absorb’s impact and relevance over time.

• Proactively monitor account health, identify risks early, and escalate to leadership where appropriate, with clear mitigation plans.

• Partner with Account Managers on renewals, risk management, and expansion planning, contributing insight that informs commercial decisions.

• Identify and develop Client Success Qualified Leads (CSQLs) through a structured understanding of customer needs and opportunities.

• Co-develop Executive Business Reviews, contributing data-driven insights, forward-looking strategy, and clear recommendations.

• Challenge existing approaches where required, guiding customers toward more effective use of the platform and stronger alignment to business goals.

• Represent the voice of the customer internally, influencing Product, Services, and Support based on structured feedback and observed patterns.

• Build and maintain strong customer advocacy, including references, CSQAs, and executive-level relationships.

• Coordinate cross-functional resources to deliver against customer objectives, ensuring alignment and accountability across internal teams.

What you’ll bring:

• 5–8 years of experience in B2B SaaS Customer Success, Account Management, or a related field, with exposure to Enterprise or Strategic accounts.

• Experience managing a large, complex book of business with clear accountability for retention and customer outcomes.

• Proficiency in using AI tools to drive productivity, deepen customer understanding, and elevate the quality of customer engagement and strategic output.

• Strong commercial acumen, with a clear understanding of how value realization drives renewals and expansion.

• Demonstrated ability to lead discovery, facilitate consultative engagements, and develop outcome-based success strategies.

• Experience building and executing account plans in partnership with Sales or Account Management.

• Working knowledge of Learning & Development, enablement, or training program design.

• Experience within LMS, HR Tech, or EdTech environments is preferred.

• Ability to translate technical capabilities into business-relevant outcomes for a range of stakeholders.

• Strong stakeholder management skills, with experience engaging at senior and executive levels.

• Ability to operate effectively in complex, ambiguous environments and drive clarity where required.

Additional preferred qualifications:

• Experience with CS and productivity tools such as ChurnZero, Salesforce, JIRA, and Zendesk.

• Previous involvement in change management, enablement, or instructional design projects.

• Experience advising clients on LMS or L&D ecosystem best practices.

Are you ready to become an Absorber?

What we offer:

• Fully remote-first work with flexible work arrangements

• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location

• New Hire Equipment Allowance and monthly Flex Allowance to support your success

• Endless opportunity for career growth and internal mobility

• Employee driven DE&I programs

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do

• We’re united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at [email protected]

We use AI tools to support our recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review, all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.