Customer Success Manager at Trainingcred Institute

• As Customer Success Manager you will own our client portfolio and lead the team that services it. You will be accountable for whether our clients stay, whether they come back, and whether they tell other people about us.
• This is a hands-on leadership role. You will carry senior relationships yourself, step in when an account is at risk, and at the same time build a team that handles most of it without you.

Lead the team

• Line-manage our Customer Success Executives — set priorities, allocate accounts, and hold regular one-to-ones
• Run documented quarterly performance reviews with every team member
• Onboard new joiners to the point where they can own accounts independently
• Raise performance concerns early, fairly, and in writing

Own the portfolio

• Hold overall accountability for retention, satisfaction and growth across every account the team touches
• Act as the escalation point for complaints and at-risk relationships
• Build account plans for our major clients and find the repeat, upsell and cross-sell opportunities
• Hold the senior relationship with key corporate, government, NGO and multilateral clients

Protect delivery quality

• Make sure programmes are delivered to standard and that logistical failures are rare and reviewed
• Turn participant feedback into real changes in how we scope and deliver

Send your CV and a short covering note explaining how you have grown a client portfolio to recruitment@trainingcred.com with the subject line Customer Success Manager.

Trainingcred Institute is an equal opportunity employer. We welcome applications from all qualified candidates.