Job Description

"Working for Absorb has truly been a fantastic experience. It is an organization which offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with colleagues from various nationalities and cultural backgrounds, which is also another interesting facet of working for Absorb. I have not only learned a lot, but there has also been so much cross functional learning which has helped both my team and I flourish. Peers at Absorb are extremely talented, encouraging, and helpful who are always there in times of need. Overall, Absorb is such a great place to work and definitely the best career move I\'ve ever made." Darren O\'Connor - Director, Client Advocacy

As the Client Success Director, you will wear both strategic and tactical hats, having responsibility for everything from setting overall engagement strategy to defining the necessary processes and deliverables required to realize this strategy, through coaching and training team members to execute it. Your direct scope will encompass the post-sales customer lifecycle, and you will also work with product, support, professional services, marketing, and sales leadership to design and implement changes that improve the overall customer experience.

As a Client Success Director, you will lead a team of 30 + client success members (CSM\'s and Team Lead\'s) across Canada, the United States, EMEA and APAC. The Client Success Director reports to the EVP of Client Success.

Would you like to hear more about Absorb\'s remote-first work culture? Check out the video below:

What you\'ll do:

• Develop strategies and promote activities to increase CSAT & NPS
• Drive Client Success Outcomes
• Increase dollar retention and reduce logo churn
• Lead a team of client success management members, directly and indirectly, continuing to develop them in the areas of product training, coaching and skill development.
• Ongoing evaluation and improvement of workflows
• Expand our revenue in accounts through identification of cross-sell and up-sell opportunities
• Work with the team to identify low-use clients and engage with customers to identify any concerns or reasons for lack of use, proactively looking for solutions to promote customer engagement.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Measure Effectiveness of Client Success; use data and feedback mechanisms to identify and understand customer needs and challenges.
• Align with Marketing to communicate & sell to existing clients, as well as celebrate their success
• Align with Product to prioritize and drive roadmap initiatives

What you\'ll bring:

• 10+ years managing department of 30 or more employees in customer-facing positions at a software company
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Track record of developing growth strategies and tracking progress
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills

Additional preferred qualifications:

• Previous LMS admin or training experience.
• PMP or formal project management experience.
• Previous experience working with data import tools.
• Second language (although not required).

Technologies we use:

• Salesforce, Gainsight, JIRA, Zendesk, Microsoft Suite, Absorb LMS

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
• Games room, meditation & yoga space, state of the art workplace for Absorbers in our Calgary office

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer\'s organizations grow. 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.
• We\'re united, and we grow through our commitment to elevating continual learning!

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. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. 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.

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 accessiblecareers@absorblms.com

#LI-REMOTE

Absorb