Customer Success Manager

Job Description:

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

What You’ll Do:

• Manage the full lifecycle for existing customers within EasyLlama’s Mid Market customer base: Ensure customers are properly onboarded and introduced to Support functions, they are getting the maximum value from EasyLlama (based on their unique challenges within their org and industry), and they are aware of new features and offerings.

• Leverage your analytical skills to work by dissecting customer data, identifying trends, and translating insights into actionable strategies that drive customer satisfaction and engagement

• Manage renewals and mitigate risks to downsizing and churn by developing multi-threaded relationships within each account

• Build a deep understanding of the EasyLlama product and showcase your strong problem-solving skills to address customer challenges promptly and creatively, ensuring their requirements are met and their expectations exceeded

• Develop pipeline, manage account plans, create proposals and SOWs, and forecast for your book of business

• Collaborate with Product, Marketing, and other cross-functional teams to develop a Go To Market (GTM) strategy and outbound campaigns within your book

• Serve as a vocal advocate for our customers within the organization, effectively communicating their needs and collaborating cross-functionally to deliver exceptional customer experiences

• Exemplify extreme ownership as you demonstrate your knowledge of your customers’ needs and communicate the value proposition of EasyLlama’s solutions to their business

Who You Are:

• 3 to 5+ years of full lifecycle customer success management in a SaaS business, including building retention and expansion strategies

• A customer-centric mindset that ensures you advocate for your customers and represent their voice internally to ensure EasyLlama’s position as a market leader

• A hunter who can drive new outbound expansion strategy as well as maintain strong current relationships to support strong renewal and retention metrics

• Proven track record of exceeding retention and bookings targets

• Excellent communication and presentation skills, both spoken and written

• Strong business acumen, including an understanding of organizational adoption and purchasing practices

• Organized and ready to leverage a variety of tools to manage drive growth in a fast-paced and evolving organization

• Bonus points for working in eLearning or HR Tech

What to Expect

The interview process at EasyLlama takes about 3 weeks and may include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen

• Hiring Manager Interview

• Peer Panel

• CEO Meet and Greet

How We'll Take Care of You

• $84,000 to $114,000

• Flexible, fully remote environment

• 4 Weeks PTO - Recharging is essential. We respect your time off and encourage it.

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Monthly remote work stipend 

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:

AR - Arkansas
CA - California
CO - Colorado
FL - Florida
IL - Illinois
MA - Massachusetts
MN - Minnesota
NE - Nebraska
NJ - New Jersey
NY - New York
NC - North Carolina
OH - Ohio
PA - Pennsylvania
TN - Tennessee
TX - Texas
UT - Utah
VA - Virginia
WA - Washington
WI - Wisconsin

*EasyLlama reserves the right to change the list of approved states at anytime.

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.