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Customer Success Manager

At the intersection of technology, science, business, and sports, Strivr offers the leading VR-based immersive learning platform that is changing the way employees train, learn, and perform. With a vision to elevate performance through immersive experience, we are redefining an industry and shaping the future of workforce development.

Strivr was founded in 2015 out of Stanford University’s Virtual Human Interaction Lab, using the football field as our proving ground. Since then, we have expanded from the athlete to the enterprise, partnering with leading Fortune 1000 companies including Bank of America, MGM Resorts, Sprouts, Verizon, and Walmart to innovate and elevate employee learning and development at scale.

More than just content inside a headset, Immersive Learning is a groundbreaking training methodology that combines the sense of presence in Virtual Reality with advanced learning theory, data science, and spatial design. It provides realistic, high-impact experiences driven by best practices across L&D, instructional design, immersive content development, data science, product design, and user experience. As the leading VR-based Immersive Learning solution for enterprises on the market today, Strivr’s platform enables the deployment of VR training at scale while serving as the bridge to the connected immersive worlds of tomorrow.

Recognized by Fast Company’s Most Innovative Companies three years in a row, a ‘Major Player’ by IDC in Soft Skills VR Training, and awarded by leading L&D analyst firm Brandon Hall, we take pride in our passion for innovation and use that energy to fuel our work. Our culture thrives on dignity, inclusion, accountability, transparency, and teamwork. We celebrate every win and learn from every loss. With a customer-focused mindset, we embrace continuous evolution and look forward to growing our team as we lead the industry forward!

About the team

Strivr’s Customer Success team comprises Implementation, Customer Success Management (CSM) and Customer Support, and is responsible for ensuring our Fortune 100 brands are successfully adopting immersive learning into their business, and seeing value from Strivr’s product and platform. Within this group, Customer Success Managers are the throughline for all customers from post-sale through to content production, implementation, launch, expansion and renewal. They function as extensions of our customers’ businesses as consultants, project managers and immersive learning experts.

Strivr’s CSMs are heavily data-driven, leveraging usage, performance and immersive data intelligence to inform recommendations that map to business impact and ROI. They partner closely with Strivr’s Product, Engineering, Sales, Operations, Marketing and Data Science teams as the voice of our customers to ensure that Strivr customers meet their desired outcomes, and expand and renew with Strivr.

About the role

As a Customer Success Manager, you will be the primary partner for Strivr’s highest value customers throughout the entire customer lifecycle. Your responsibilities would include:

• Own the relationship with Fortune 100 customers from signature through to launch, expansion and renewal
• Manage multiple work streams/projects for your customers, ensuring internal and external stakeholders know what they need to do to deliver each one successfully
• Build and maintain strong relationships with Sales partners, and work closely with them to secure expansion and renewal from your customers
• Effectively network within accounts from the C-Level down to achieve execution of the customer’s strategy and success metrics while driving adoption and use of the Strivr platform.
• Proactively identify customer risk and work cross-functionally within Strivr to mitigate those risks
• Handle escalations and fire drills effectively and independently, including executive-level crisis management when needed

Requirements

• 5+ years experience in customer success management, consulting or project management, managing enterprise customers
• Within the above, 2+ years experience owning renewal and/or expansion revenue for enterprise customers
• Demonstrated experience successfully managing multiple concurrent projects, balancing competing priorities and navigating ambiguity
• Exceptional written and verbal communication skills, presentation skills and executive presence
• A genuine passion for making customers successful, and working cross-functionally to ensure every part of the business is along for the ride to do so

Benefits

The annual compensation range for this position is $72,000 - $120,000. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits offered for this position include 90% employer-paid healthcare for employee and dependents (medical, dental, vision); 401K with 50% employer match (up to 4%); open PTO policy; 16-week parental leave; basic life insurance, AD&D, and short-term disability.