Customer Success Manager

Location: Remote
Reports to: Chief Revenue Officer

The Role

We're looking for a Customer Success Manager to drive value realization and growth within our enterprise client portfolio. You'll own post-launch client relationships, ensuring customers achieve measurable AI transformation outcomes while identifying expansion opportunities across our product suite. This role is critical to our mission of helping organizations build AI-powered workforces.

What You'll Do

Client Success & Value Realization

• Own post-launch relationships for enterprise customers, ensuring clients achieve their AI transformation goals

• Conduct quarterly business reviews showcasing ROI metrics, usage analytics, and progress toward AI proficiency targets

• Develop and execute customer success plans aligned with client objectives and Section's product capabilities

• Monitor client health metrics including engagement rates, completion rates, and certification achievements

• Proactively identify and resolve adoption challenges before they impact renewal decisions

Product Adoption & Expansion

• Drive adoption and usage across client organizations, achieving target utilization rates and certification completions

• Own and execute product upsells and additional seat expansions, managing the full sales cycle for these product lines

• Partner with clients to optimize their AI Academy engagement through learning path customization and targeted course recommendations

• Collaborate with Account Managers to identify and support strategic services opportunities (AI Transformation Plans, Workflow Redesigns, Advisory Services), providing client insights and relationship support while AMs lead the sales process

Operational Excellence

• Serve as primary point of contact for enterprise clients post-launch, reducing operational burden on account managers

• Own complete renewal processes for mid-market and above license-only accounts, managing negotiations and contract execution

• Manage renewal processes 6+ months in advance for all assigned accounts, ensuring smooth transitions and identifying growth opportunities

• Collaborate with Customer Operations team to ensure seamless handoffs from onboarding to ongoing success management

• Maintain accurate forecasting and pipeline management in CRM systems

Strategic Partnership

• Act as voice of customer internally, providing product feedback and feature requests to drive roadmap priorities

• Partner with Marketing team to develop case studies and success stories showcasing client AI transformation outcomes

• Contribute to thought leadership content highlighting best practices for AI adoption and workforce transformation

What We're Looking For

Required Experience

• 4+ years in customer success, account management, or client services roles

• Proven track record of managing enterprise accounts ($50K+ ACV) with measurable impact on retention and expansion

• Experience with business consulting services, learning management systems, training programs, or workforce development solutions

• Strong analytical skills with ability to interpret usage metrics, engagement data, and ROI calculations

Core Competencies

• Consultative Approach: Ability to understand client business objectives and align Section's solutions to drive measurable outcomes

• Executive Communication: Comfortable presenting to C-level executives and building relationships with senior stakeholders

• Data-Driven Mindset: Experience using analytics to identify trends, predict churn risk, and uncover expansion opportunities

• Project Management: Strong organizational skills to manage multiple complex client relationships simultaneously

• Technology Adoption: Understanding of AI/ML concepts and ability to guide clients through technology transformation

Preferred Qualifications

• Experience in AI, machine learning, or emerging technology adoption

• Background in corporate learning & development or HR technology

• Track record of achieving 95%+ net revenue retention rates

• Experience with change management or organizational transformation initiatives

Benefits

• Competitive compensation with performance-based variable pay

• Comprehensive health, dental, and vision insurance

• Flexible PTO and remote work environment

• Professional development budget for continuous learning

• Equity participation in a fast-growing AI education company

• Access to Section's full course catalog for personal AI skill development

About Section

Section is the smartest, fastest, most cost-efficient partner for organizations to build AI-powered workforces. We help companies achieve 75%+ AI adoption and millions in ROI through our comprehensive product suite including ProfAI (AI-powered coaching), AI Academy (live and on-demand training), and advisory services for workforce transformation.

We're backed by leading investors and serve Fortune 100 companies including Unilever, IBM, Nike, Adobe and Autodesk. Join us in shaping the future of work through AI education and transformation.

Section is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or disability status.