Customer Success Manager (Sana)
Posted Updated
Description
- As a Customer Success Manager, you will work solely on partner engagement with leading organizations adopting Sana Learn, ensuring they achieve meaningful outcomes from their investment
- You will partner with customers from early stages through long-term success, owning adoption, value realization, portfolio health, and growth. You are accountable for ensuring customers realize measurable impact from Sana Learn
- Own a portfolio of customers using Sana Learn, accountable for adoption, engagement, and long-term value
- Define success plans, KPIs, and measurable outcomes aligned to customer goals
- Monitor customer health using product usage, stakeholder feedback, and renewal signals
- Identify risks early and drive clear mitigation plans
- Lead conversations with customers to define what success looks like and how to achieve it
- Design adoption strategies that drive meaningful usage and sustained engagement
- Help customers move from initial usage to scaled, organization-wide impact
- Ensure customers realize value—not just use the product
- Work closely with HR, L&D, IT, and business leaders to connect Sana Learn to business priorities
- Help customers identify and prioritize high-impact use cases
- Bring structure to ambiguous challenges and drive them to outcomes
- Elevate conversations from product usage to measurable business impact
- Stay closely aligned to customer progress to ensure continuity into long-term success
- Maintain a clear view of risks, progress, and outcomes across each account
- Ensure customers are set up for sustained success over time
- Identify expansion opportunities across teams, use cases, and geographies
- Partner with account teams to support renewals and long-term growth
- Bring customer stories to life to bring
- You have an entrepreneurial mindset and enjoy building and improving how things work
- You are naturally curious and always seeking to learn
- You are impact-driven and focused on outcomes, not activity
- You are energized by learning, AI, and driving change in organizations
- You are comfortable operating in ambiguity and solving open-ended problems
- You collaborate effectively and influence without authority
- We are looking for individuals who thrive in fast-moving, ambiguous environments and are motivated by building and improving how things work
- Enterprise Customer Success: High-performing CSMs who have driven adoption, value, and expansion in complex B2B SaaS environments
- Consulting or Strategy: Experience solving ambiguous problems and working directly with senior stakeholders
- Implementation or Transformation Roles: Experience driving large-scale change, adoption, or system rollouts within enterprise organizations
- 4+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
- Experience working with enterprise customers
- Experience working with senior stakeholders
- 7+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
- Experience driving adoption with measurable customer outcomes
- Outcome focused
- Implementation experience of a SaaS product
- Ability to thrive in an environment with limited playbooks
- Experience with incorporating AI into client workstreams