Senior Client Success Manager

Our Customer Success team sits at the intersection of retention and growth. We dont measure ourselves on activity. We measure ourselves on outcomes. This team is trusted to operate commercially think strategically and do what it takes to move customers forward. Its not always clean or structured and thats the point. The people who succeed here figure things out push through complexity and consistently deliver real value to customers. Darren OConnor Director Customer Success

As a Senior Customer Success Manager (CSM) at Absorb you will own a portfolio of Enterprise and Strategic accounts representing a significant book of business with direct impact on customer health Gross Revenue Retention (GRR) and long-term growth.

This role requires a proactive outcome-oriented approach. You are expected to anticipate risk identify opportunity and drive account strategy aligned to customer objectives and commercial outcomes. You will operate as a strategic advisor with strong commercial and technical acumen leading discovery shaping success strategies and ensuring measurable value realization through Absorb LMS.

This is a highly customer-facing role with an expectation of consistent engagement across senior stakeholders including regular participation in strategic customer conversations and forums. You will partner closely with Strategic and Enterprise Account Managers who own the commercial relationship to co-develop account plans inform renewal strategy manage risk and support expansion.

Interested in hearing more about Absorb Listen here:

Absorb Culture - Absorb LMS

What youll do:

• Manage a high-value portfolio of Enterprise and Strategic accounts with accountability for customer health retention performance and growth contribution.

• Develop and execute structured account plans aligned to customer priorities business outcomes and lifecycle stage.

• Leverage AI tools to enhance customer insight streamline account management workflows and improve the quality and efficiency of discovery analysis and strategic recommendations

• Lead discovery to understand customer strategy operating model and learning objectives translating these into clear success plans.

• Act as a trusted advisor on Learning & Development strategy guiding customers on how to design scale and optimize learning programs using Absorb LMS.

• Drive value realization by linking platform usage and learning initiatives to measurable business outcomes and ROI.

• Establish and maintain a clear value narrative within each account reinforcing Absorbs impact and relevance over time.

• Proactively monitor account health identify risks early and escalate to leadership where appropriate with clear mitigation plans.

• Partner with Account Managers on renewals risk management and expansion planning contributing insight that informs commercial decisions.

• Identify and develop Client Success Qualified Leads (CSQLs) through a structured understanding of customer needs and opportunities.

• Co-develop Executive Business Reviews contributing data-driven insights forward-looking strategy and clear recommendations.

• Challenge existing approaches where required guiding customers toward more effective use of the platform and stronger alignment to business goals.

• Represent the voice of the customer internally influencing Product Services and Support based on structured feedback and observed patterns.

• Build and maintain strong customer advocacy including references CSQAs and executive-level relationships.

• Coordinate cross-functional resources to deliver against customer objectives ensuring alignment and accountability across internal teams.

What youll bring:

• 58 years of experience in B2B SaaS Customer Success Account Management or a related field with exposure to Enterprise or Strategic accounts.

• Experience managing a large complex book of business with clear accountability for retention and customer outcomes.

• Proficiency in using AI tools to drive productivity deepen customer understanding and elevate the quality of customer engagement and strategic output.

• Strong commercial acumen with a clear understanding of how value realization drives renewals and expansion.

• Demonstrated ability to lead discovery facilitate consultative engagements and develop outcome-based success strategies.

• Experience building and executing account plans in partnership with Sales or Account Management.

• Working knowledge of Learning & Development enablement or training program design.

• Experience within LMS HR Tech or EdTech environments is preferred.

• Ability to translate technical capabilities into business-relevant outcomes for a range of stakeholders.

• Strong stakeholder management skills with experience engaging at senior and executive levels.

• Ability to operate effectively in complex ambiguous environments and drive clarity where required.

Additional preferred qualifications:

• Experience with CS and productivity tools such as ChurnZero Salesforce JIRA and Zendesk.

• Previous involvement in change management enablement or instructional design projects.

• Experience advising clients on LMS or L&D ecosystem best practices.

Are you ready to become an Absorber

What we offer:

• Fully remote-first work with flexible work arrangements

• Comprehensive Health and Wellness Benefits including retirement savings programs eligibility for two different bonus plans generous time off comprehensive medical and dental benefits based on your country of location

• New Hire Equipment Allowance and monthly Flex Allowance to support your success

• Endless opportunity for career growth and internal mobility

• Employee driven DE&I programs

Who are we

Absorb Software is the leading global AI-driven learning platform provider helping organizations unlock the full potential of their workforce. With its innovative Strategic Learning Systems (SLS) approach Absorb empowers businesses to align learning with strategic goals driving measurable impact and workforce agility. The Absorb LMS platform delivers personalized scalable and engaging learning experiences for employees customers and partners worldwide. Trusted by over 3300 organizations and 34 million users Absorb is redefining the future of workplace learning through cutting-edge AI seamless integrations and an unwavering commitment to innovation. We empower learners to enrich their lives workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do

• Were united and we grow through our commitment to elevating continual learning!

AI @ Absorb

We believe in the power of AI and technology to make learning accessible to everyone. By exploring new tools and constantly experimenting were redefining whats possible. We take an AIfirst approach to unlock human potential drive impact and scale better outcomes. As the world evolves Absorb is committed to growing with you. Investing in your skills every step of the way.

We use AI tools to support our recruitment process such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.

Absorb is proud to be an equal opportunity employer we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs job requirements and individual qualifications. Should you require any accommodation during the recruitment process please indicate this on your application and we will work with you to meet your accessibility needs. For any questions please contact us at

Successful candidates for this position will be subject to pre-employment background screening including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Required Experience:

Manager