Customer Success Manager

Client Success Manager Job Description

Salary Range: 80-100K Base Salary

Emtrain is evolving the product category of online compliance/culture training. Our customer success team plays a critical role by partnering with stakeholders to optimize the use of our eLearning and Analytics via the EmtrainAI learning experience platform. Our CSMs work cross-functionally to access and direct the resources they need to ensure client success. This is an individual contributor role.

Duties Include:

• Serve as the day-to-day point of contact for a designated set of clients.
• Ensure successful ongoing training deployments of regulatory compliance and workplace culture programs (courses) and microlessons. Enable program managers and learning administrators through technical deployments with expert-level competence on the EmtrainAI learning experience platform.
• Build relationships with additional stakeholders in Human Resources, Diversity & Inclusion, Learning & Development, Business Compliance, Legal, Organizational Design, Employee Relations, and People Analytics across your client book. Find opportunities for additional content deployment and analytics consumption.
• Be highly responsive to client needs and priorities, driving fast resolution of support issues and providing responses to questions around content, laws/regulations, culture, or training initiatives. Offer and guide the client to solutions leveraging Emtrain’s products and services. Develop efficiencies in communicating with clients and servicing their needs appropriate to the size and scope of your client book.
• Lead Quarterly Business Reviews with all “Protect” clients, in partnership with CAEs. Conduct at least 3 QBR Meetings per client annual contract year for Mid-Market, Enterprise, and Strategic clients. QBRs are strategic review meetings that use the Business Review Deck, and review the client’s live EmtrainAI instance to review analytics; with a CAE and a variety of senior stakeholders & program managers in attendance.
• Own Salesforce Account and Contact data for each of your clients, ensuring accuracy and reliability. Contribute to Account Plans for each client and stay aware of organizational change that could impact the relationship (key person turnover, M&A activity, layoffs). Actively identify and turn over sales expansion opportunities (product lines that are not currently being sold to the Account) to the Client Account Executives.

Required Skills and Qualifications:

• Experience driving conversations and giving presentations to groups of any size & audience - from administrators to high-level executives and making recommendations, influencing outcomes, and handling objections.
• Sales skills to find new key stakeholders, get high adoption of products, and maintain high-touch relationships.
• Startup or growth-stage experience
• B2B SaaS
• Excellent verbal & written communication skills. Ability to explain complex issues in simple terms and adapt your tone for different users.
• Problem-solving skills combined with a personal drive to find and implement solutions quickly, efficiently, and for the greater good.

This position requires an independent worker who is results-oriented, entrepreneurial, and shows strong initiative. Knowledge of corporate HR and diversity & inclusion initiatives is a plus.

About Emtrain

At Emtrain, we’re on a mission to make healthy, respectful workplaces the norm. As our company grows, so does our need to add sharp, passionate, and talented people to our team. We work with culture-forward companies like Workday, Cisco, Genentech, Yelp, Glassdoor, and Indeed. Emtrain offers an innovative new eLearning and Analytics solution for healthy workplace cultures. We are a woman-owned, women-led, flexible work organization with offices in San Francisco, Sacramento, and remote employees all over the US.

In addition to our competitive salaries, we provide the following benefits:

• Stock Options
• Unlimited PTO  
• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Mental and Emotional Health Benefits
• Tuition Reimbursement

Emtrain is an Equal Opportunity Employer. At Emtrain, we are deliberately trying to create a safe space for people of all races, genders, ages, backgrounds, and orientations. It is the policy of Emtrain to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors, except where otherwise provided by law.