Sr. Federal Customer Success Manager

Responsibilities

• Strategic and Executive Engagement
• Translate customer goals into clear success plans with measurable impact
• Advise on skills-based workforce transformation, not just learning programs
• Platform, Solution & AI Confidence
• Mastery of our solutions and be an expert in the evolving product offering
• Speak Credibly about AI-enabled capabilities and limitations
• Explain "why this matters" in practical, business terms
• Guide customers through ethical, responsible adoption conversations
• Skills Intelligence & Workforce Strategy Fluency
• Confidently explain skills vs. competencies, job architectures, and proficiency models
• Guide customers through taxonomy decisions, benchmarks, and readiness planning
• Articulate the value to the customer of each of these approaches
• Data-Led Insights and Decision Making
• Use data to prioritize risk, opportunity, and expansion conversations
• Interpret dashboards and metrics to tell a clear story
• Tie Engagement and adoption data back to business outcomes
• Cross Functional Orchestration
• The quarterback across Product, Professional Services (PS), Sales and Support
• The voice of the customer at the account level, into roadmap and prioritization discussion, by feeding product and pricing teams with monetizable insights
• A partner in shaping repeatable plays and best practices
• Commercial Acumen & Growth Strategy
• Understand commercial levers and account economics
• Identify growth signals tied to maturity and outcomes
• Confidently partner with Sales on timing, readiness and value
• Change Management & Customer Enablement
• Lead customers through change, ambiguity and new operating models
• Prepare customers ahead of launches and transitions
• Reinforce adoption through structured enablement and reinforcement
• Skills & Qualifications Required
• 8+ years of professional B2B Customer Success Manager experience with a Bachelor's degree or commensurate experience
• Experience working with highly complex Federal customers
• Expertise in being a strategic advisor, have a solution mindset, experience in customer relationship management, to include strengthening C-suite connections and cultivating customer champions.
• Proficient in Salesforce, Business Intelligence tools, MS Office Suite, and Customer Success Platform experience such as Gainsight or Churnzero
• Excellent communications skills with robust Executive presentation experience
• Operational rigor with the ability to drive data-led insights and decision making, as well as conduct regular pipeline and performance reviews
• Deep understanding of and comfortable operating in an AI-enabled, skills-based environment
• Strategic thinking and problem-solving, with the ability to confidently lead customers through change and platform evolution
• Ability to Travel up to 20%
• Target base salary range for this job requisition is anticipated to be approximately $95,000 - $105,000 annualized with average on target earnings including commissions of approximately $118,750 - $131,250 annually.
• We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off
• The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.
• MORE ABOUT SKILLSOFT:
• Thank you for taking the time to learn more about us.
• If this opportunity intrigues you, we would love for you to apply!
• NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsof

Benefits

Additional Information

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress. Skillsoft is seeking an experienced Senior Federal Customer Success Manager (CSM) to be a strategic advisor who is responsible for driving skills-based outcomes in our Solutions Organization. In this role, you will have the opportunity to lead outcome-based executive level conversations tied to business priorities, not just learning activity. Remote - Eastern Time Zone

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