Client Success Manager

Job description

***"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 Client Success Manager (CSM) at Absorb, you will play a dual impact role—owning client relationships while driving product adoption and simultaneously serving as an L&D practitioner who understands how to build, scale, and measure learning programs that deliver meaningful business outcomes. We’re looking for someone who brings deep Customer Success expertise paired with real-world Learning & Development program building experience, ideally gained within a B2B SaaS environment. In this role, you will guide clients in maximizing their LMS investment, translate L&D strategy into actionable product usage, and clearly demonstrate measurable ROI tied to Absorb LMS. Interested in hearing more about Absorb? Listen here: [Absorb Culture - Absorb LMS](https://absorb.wistia.com/medias/mgon9fo3e2?wvideo=mgon9fo3e2) **What you’ll do:** - Develop trusted, strategic relationships with a portfolio of clients that promote long-term retention and loyalty. - Manage the client lifecycle from post onboarding through adoption, expansion, advocacy, and renewal. - Leverage your L&D background to help clients design, implement, and optimize learning programs using Absorb LMS. - Consult on and measure program effectiveness, tying learning outcomes and usage back to business goals and product ROI. - Deliver training, best practices, and enablement sessions that help clients get the most from Absorb LMS. - Proactively monitor client health, identifying risks, driving escalations, and developing action plans. - Identify and route upsell and expansion opportunities to the Account Management team. - Collaborate cross functionally with Product, Support, Professional Services, and other internal teams. - Maintain accurate client documentation within internal systems/tools. **What you’ll bring:** - 4–6 years of experience in B2B SaaS, ideally within LMS, HR Tech, EdTech, or learning solutions industries. - Background as a Learning & Development practitioner, including experience designing, executing, and evaluating training programs. - Demonstrated ability to tie learning initiatives to measurable outcomes—customer engagement, program ROI, adoption metrics, or business KPIs. - Strong client-facing skills: communication, relationship-building, executive alignment, and consultative problem-solving. - Comfort translating technical concepts into accessible explanations. - Strong commercial and business acumen. - Excellent time management and project management capabilities. - Working understanding of SaaS, APIs, and core web technologies. **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 [accessiblecareers@absorblms.com](mailto:accessiblecareers@absorblms.com) 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.