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 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 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.