"Working on Absorb's CSM Team is a truly rewarding experience. There’s a strong sense of trust, accountability, and shared purpose. Everyone shows up with a can-do attitude, a willingness to help, and a focus on delivering value. It’s an environment where collaboration thrives, growth is encouraged, and excellence is recognized." Jordan Duffy - Senior Manager, Client Success

Are you ready to lead a high-performing Client Success team to new heights? We're seeking a customer-focused leader who excels at driving engagement, adoption, retention, and growth. In this role, you'll foster a culture of excellence, empower your team with the right tools and insights, and collaborate with fellow leaders to elevate the customer experience. If you're passionate about delivering results through innovative, data-driven strategies, join us in shaping the future of Client Success.

Absorb Culture - Absorb LMS

What you'll do:

• Lead, develop, and scale a high-performing CSM team, optimizing people, processes, and strategies while maintaining a customer-centric approach.
• Monitor and guide team performance, leveraging data-driven insights to drive retention, customer health, NPS, and net revenue retention (NRR).
• Develop and execute strategies to reduce churn, increase product adoption, and identify upsell and cross-sell opportunities through trusted advisor relationships.
• Act as an escalation point for client issues, providing strategic guidance and ensuring swift resolution.
• Manage and report on key operational metrics, ensuring accountability for both team and individual performance.
• Champion customer advocacy initiatives, turning satisfied clients into brand promoters through reviews, testimonials, and referrals.
• Foster cross-functional collaboration, working closely with Product, Sales, Marketing, and other teams while contributing to global Client Success leadership.

What you’ll bring:

• Minimum 5 years of experience in Client Success, Customer Retention, and/or Business Development.
• Minimum 2 years of experience in a Team Lead or Management position with at least 5 direct reports.
• Strategic mindset.
• Strong problem-solving skills and data analysis abilities.
• Excellent communication, presentation, and interpersonal skills.
• Familiarity with technology and ability to learn new tech quickly.
• Analytical mindset with the ability to derive insights from customer data.

Additional preferred qualifications:

• Experience with an LMS or Churnzero is an asset
• Exposure to leading a remote and/or international team
• Experience in project management

Technologies we use:

• AbsorbLMS, Zendesk, Jira, Gong, Churnzero, Salesforce

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 program

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 & 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

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