Client Success Manager – Integrations & QA

Brief Description

Responsible for overseeing client onboarding, LMS integration, ongoing support for customers using third-party learning management systems. Acts as the primary liaison between Tooling U-SME and client stakeholders to ensure seamless implementation, accurate reporting, issue resolution and effective utilization of learning solutions. Gathers client feedback, identifies emerging needs, and partners cross-functionally with engineering, product, and sales teams to support service delivery, inform product improvements, and enhance the customer experience. Supports renewal, expansion and presales efforts by providing technical expertise, consultative guidance, and data-driven insights that align with client workforce development goals.

MAJOR FUNCTIONS:

• Responsible for managing client onboarding, overseeing end-to-end LMS integration, and ensuring effective implementation of content across client environments.
• Advise clients on content integration into their LMS platforms to optimize content delivery, tracking, reporting, and learner experience; ensure successful uploads, testing, and issue resolution.
• Lead monthly reconciliation reporting and data validation processes for key accounts to ensure contractual compliance and accurate operations.
• Oversee user acceptance testing (UAT) of Tooling U-SME LMS updates, identifying system bugs and collaborating with development teams to drive quality assurance improvements.
• Provide expert-level technical support for content performance, tracking anomalies, and client LMS environment issues, including browser and platform compatibility.
• Build and maintain relationships with senior client stakeholders, aligning solutions with their workforce development and learning objectives.
• Implement client engagement strategies to promote product adoption, introduce new content offerings, and support ongoing client success.
• Provide customer feedback to product and engineering teams to inform enhancements to integration, reporting, and self-service capabilities.
• Deliver advanced reporting, analytics, and actionable insights to help clients measure learning impact, optimize programs, and demonstrate ROI to internal leadership.
• Guide clients in the interpretating learning data to support business outcomes and workforce development initiatives.
• Collaborate with sales leadership to support renewals, identify upsell opportunities, and participate in presale conversations to position Tooling U-SME’s integration expertise as a key differentiator, as needed.
• Other duties as assigned.
  
  

Requirements

MINIMUM EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in business, education, or a related field required; equivalent combination of education and experience considered.
• At least 5 years of experience in Client Success, Customer Support, or Account Management roles within a SaaS environment or technology environment, with demonstrated expertise in LMS integrations and technical client support.
• Strong knowledge of Learning Management Systems (LMS) and eLearning platforms (e.g., Canvas, Blackboard, TalentLMS, Workday, SuccessFactors, etc.).
• Solid understanding of browser functionality and browser settings to support technical troubleshooting.
• Familiarity with end-user testing methodologies and quality assurance best practices.
• Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical audiences.
• Highly organized with the ability to manage multiple client relationships and projects simultaneously.
• Proven ability to work collaboratively across sales, customer success, product, and engineering teams.
• Working knowledge of SCORM 1.2, SCORM 2004, and Tin Can API (xAPI) standards preferred.
• Basic understanding of HTML, JavaScript, and web technologies to assist in technical troubleshooting and browser-related issues.
• Prior experience in Client Success roles within the eLearning, EdTech, or educational technology sector strongly preferred.
• Experience using Salesforce or similar CRM tools for tracking client interactions, engagement, and account health.
  
  

KEY COMPETENCIES:

• Client Relationship Management
• Technical Aptitude
• Communication Skills
• Problem Solving
• Collaboration and Cross-Functional Teamwork
• Quality Focus
• Analytical Thinking
• Attention to Detail
  
  

WORKING CONDITIONS:

• Normal office environment
• Regular, in-person attendance required
• Primary office location: Cleveland, OH
• Travel required – 5%
  
  

Summary

POSITION TITLE: Client Success Manager – Integrations & QA

GROUP: Tooling U-SME

FLSA CLASSIFICATION: Exempt

SME is an Equal Opportunity Employer.

Applicants must live in the United States and legally be authorized to work there without sponsorship.

The salary range for this position is $82,545 - $103,181 per year, based on experience and qualifications. Offers typically fall within this range based on individual qualifications and budget availability. In addition to base salary, SME offers a comprehensive benefits package, including medical, dental, and vision insurance, 403(b) with company matching, generous paid time off and holidays, professional development and training opportunities, and additional wellness and work-life balance benefits. Certain positions may also be eligible for bonus/incentive compensation, subject to role and company policies.