Customer Success Lead

Job description

**The Company** At Springboard, we’re on a mission to bridge the world’s skills gap, offering transformative online education in data science, UI/UX design, machine learning, and coding. Our courses may be tech-enabled, but we're ultimately human-centric: each student taps into a vast community throughout their time with us, engaging with fellow students, industry-expert mentors, student advisors, and career coaches, the goal of which is to successfully transition students into their dream job. Through this hybrid approach, we’ve helped thousands of learners revamp their careers and, by extension, their lives, with hundreds of top-notch job offers received every year and a near-perfect placement rate for our program graduates. ### **About the Role** Springboard's B2B business is growing, and we need a Customer Success Lead who can hold the full client relationship from launch through renewal. You'll be the primary point of contact for our employer partners, running program implementations end-to-end, keeping outcomes on track, and identifying opportunities to expand the partnership. This is a senior individual contributor role with broad scope serving large enterprise accounts (like Avera, Ochsner, UCHealth) through direct corporate training and workforce development engagements. You'll work closely with Product, Admissions, Program Success and Finance teams and represent Springboard externally. ### **What You'll Do** ***Launch Coordination and Client Enablement*** - Lead intake and onboarding for new client engagements: define success metrics, align on logistics, resolve technical access requirements, and coordinate participant enrollment - Own program launch from contract execution through cohort kickoff, coordinating across the Learning, Program Success, and Admissions teams - Serve as the day-to-day operational contact throughout the program lifecycle ***Account Management*** - Own relationships across a portfolio of employer partners; maintain regular cadences including weekly syncs and Monthly Business Reviews - Prepare and deliver MBR decks reporting on completion rates, job placement, and NPS; proactively surface trends, risks, and wins - Monitor program health and intervene early when learner outcomes are at risk - Triage and resolve application, enrollment, payment, and data transfer issues ***Growth and Expansion*** - Identify expansion opportunities within existing accounts: new programs, additional cohorts, expanded seat counts - Collaborate with BD on renewals and account growth; prepare supporting data and client-facing materials - Build relationships across the client org to ensure Springboard has visibility with decision-makers, not just program coordinators - Build scalable playbooks and processes that keep pace with a growing partner portfolio ***Cross-Functional Operations*** - Coordinate with internal teams (Program Success, Admissions, Finance, Learning) to execute on client commitments - Represent the client perspective in internal planning and escalate blockers quickly - Keep internal stakeholders updated on partner developments, upcoming milestones, and open issues ### **What We're Looking For** - 4-7 years in customer success, account management, or enterprise partnerships, ideally in education, workforce development, or a services business - Track record of managing complex, multi-stakeholder relationships with significant ARR - Strong operational instincts: you can run a detailed program implementation while keeping the broader relationship healthy - Comfortable with data: you know how to pull the numbers, tell the story, and flag what matters - Excellent communicator, equally effective on a client call, in a written update, and in an internal cross-functional meeting - Self-directed and organized; you manage your own book of business without a lot of hand-holding - Experience with workforce training or employer partnerships is a plus - Experience working with healthcare organizations is a plus ### **Why This Role** Springboard's employer partnerships are growing rapidly. We have a clear model that works, and we need someone who can run it at scale, tighten it up, and grow it. You'll have direct impact on business outcomes, client relationships, and learner results. *We are an equal opportunity employer and value diversity at our company. We welcome applications from all backgrounds, and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* **California Privacy Rights Notice for Job Applicants** Under the California Consumer Privacy Act (“CCPA”), Springboard is required to inform California residents who are job applicants about the categories of personal information we collect about you and the purposes for which we will use this information. This [notice](https://www.springboard.com/archeio/download/841f959e9c964e93a87abe993316cc1f/) contains disclosures required by the CCPA and applies only to personal information that is subject to the CCPA.