What are the responsibilities and job description for the Client Success Manager position at LRN?
Position: Client Success Manager
Location: US- remote
About LRN:
LRN is the world's leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world's most respected and successful brands—we're proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.
Named one of Inc Magazine's 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.
About the role:
LRN is seeking a high performing Client Success Manager to maintain relationships and ensure value delivery within our existing customer base. You will work closely with the other LRN teams to ensure successful adoption and utilization of the LRN solution set (library content, platform, bespoke learning solutions, and advisory consulting). You will be an ambassador for LRN by being a trusted strategic advisor to our clients, a strong customer advocate, and the link between LRN and our existing customer base.
What you'll do:
- Manage all commercial aspects of the relationship including contract amendments, pipeline development and forecasting, statements of work, pricing, negotiating with procurement and securing contract signature
- Grow existing accounts by finding new buyers and introducing new and/or enhanced LRN solutions to existing buyers
- Act as the strategic partner between LRN and our most important clients by building relationships with multiple contacts and buying centers.
- Participate in the planning process with clients regarding the deployment and utilization of LRN's licensed solution set
- Run outbound prospecting campaigns to supplement inbound leads delivered by marketing and opportunities uncovered during Business Reviews
- Proactively analyse client health metrics, and usage of products and content, and recommending optimization and improvements as appropriate
- Execute on-going formal Program / Business Reviews with client stakeholders and sponsors
- Manage, track and report all activities in Salesforce.com to ensure accurate sales forecasting and pipeline development
- Represent the voice of our clients to internal teams including product, content and technology
What we're looking for:
- Minimum of 5 years of solid client-facing relationship or account management with experience retaining and expanding a book of existing accounts
- Exceptional relationship development and management abilities and a proven commitment to customer service
- Experience supporting individuals who are using a SaaS business application
- Ability to bring clarity, structure, and discipline to a variety of situations and environments and experience working with complex projects
- Extremely effective written, oral, and presentation communication skills
- Strong Microsoft Office skills and a working knowledge of technology and system interfaces
- Familiarity with Salesforce.com, MEDDPICC
- Knowledge of Ethics and Compliance learning space and/or working with learning platforms and solutions
- A high degree of ethics and integrity and a desire to help organizations do the right thing and to pursue LRN's mission of inspiring principled performance
- Industry expertise in compliance, ethics risk management, or HR benefits platforms preferred
- Flexible PTO plus US public holidays and Sick Time
- Medical, Dental and Vision Benefits
- Excellent 401K with employer match
- Life Insurance, short-term and long-term disability benefits
- Health & Wellness reimbursements
- Health Saving & Flexible spending account
- Employee Assistance Plan