Job Title: Customer Success Manager
Department: Customer Team
Reports To: Senior Director of Customer
Location: Remote (US‑based)
Team Vision
We ensure customers realize value, become advocates, and grow with us by building trusted partnerships and driving implementation through personalized, outcome-driven support.
Team Mandate
• Grow & retain our customer base through adoption, proactive support and strategic upsell
• Build advocates who refer, repurchase and champion Pragmatic in their networks
• Create sticky experiences with structured engagement paths, consistent value delivery and personalized outreach
• Delight customers through seamless service, strong relationships and meaningful interactions at every stage
Team Tenets
1. Activation is the start of success—training must translate into confident application.
2. Outcomes trump activity—we track, celebrate and expand business impact.
3. Every touchpoint matters—tickets, threads, QBRs all build trust and surface growth opportunities.
4. Retention is earned—through confidence and connection.
5. Advocacy follows visible value—supported, successful customers sell for us.
6. We earn the right to sell—service and results make the next purchase the obvious choice.
What You’ll Do
• Own a portfolio of mid‑market & enterprise accounts—serve as primary post‑sale contact and strategic advisor
• Drive product adoption & measurable outcomes:
– Craft onboarding and enablement plans aligned to client goals
– Facilitate activation sessions, community programs and 1:1 guidance
– Track KPIs, surface insights in QBRs and celebrate wins
• Expand and renew:
– Identify upsell / cross‑sell opportunities based on customer objectives and usage data
– Partner with Sales on expansion strategy and commercial negotiations
• Build advocacy:
– Cultivate champions, secure testimonials and referrals
– Orchestrate involvement in case studies, webinars and events
• Deliver a “seamless everywhere” experience:
– Respond to day‑to‑day questions with urgency and empathy
– Coordinate with Support, Education and Product teams to remove friction
• Champion the voice of the customer:
– Relay feedback to internal stakeholders; influence roadmap and service offerings
– Contribute to playbooks, processes and best‑practice content
What You’ll Bring
• 3–5+ years in Customer Success, Account Management or related client‑facing role (B2B SaaS / training / professional services ideal)
• Proven record of driving renewals, upsells and advocacy within enterprise accounts
• Comfortable consulting on change management & adoption—you translate concepts into action plans
• Metrics‑minded: you set targets, interpret data and communicate impact to executives
• Excellent relationship‑building and communication skills—written, verbal and virtual presentation
• Project management chops to juggle onboarding, training, QBRs and expansion conversations simultaneously
• Optional but helpful - Familiarity with Pragmatic Framework, product management or go‑to‑market concepts a plus
• Experience with CRM (Salesforce) and Sales Engagement (Outreach) preferred (not required)
How We’ll Measure Success
• Retention & Net Revenue Expansion
• Time‑to‑First‑Value and course completion/application rates
• NPS / CSAT and advocate creation (testimonials, referrals)
• Pipeline influenced through upsell & cross‑sell
About Pragmatic
Pragmatic Institute is committed to enhancing the skills of our clients’ key contributors and teams by providing practical, actionable training and hands-on learning experiences delivered by accomplished instructors and practitioners. Together, our three practices—product, design, and data—create a robust professional education program that enables us to help organizations transform key roles into powerful contributors and differentiators. Our client list reads like a who’s who of today’s biggest technology and Fortune 500 companies and our alumni rival Apple in their brand fanaticism and they all look to us to deliver the highest quality educational experiences.
We are a team of scrappy, driven collaborators working remotely all around the US who are dedicated to changing the face of professional education. We’ve made the Inc. 5000 fastest growing company list 9 times, and we’ve been named one of the best places to work in Arizona. We offer 13 PTO & 5 sick days (in addition to the week between Christmas and New Year’s off). We take our work, but not ourselves, seriously and are looking for someone to join the team who is ready to make a real impact.
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