Senior Customer Success Manager

Job Description Job Title: Senior Customer Success Manager, Strategic Accounts , Full-Time Role Reports to: Senior Director of Customer Experience Preferred Location: Remote position open to candidates throughout the U.S About EnGen EnGen was founded in 2020, inspired by a moonshot mission to close a critical access gap: English proficiency is a foundational workforce skill for the 1 in 10 working-age adults in the U.S. who is an English learner. Yet the U.S. currently serves the needs of just 2% of this talent pool. The result is an access gap that limits economic mobility for individual workers, exacerbates staffing shortages for local employers, and stymies productivity and innovation for our economy. EnGen's mission is to connect workers, including English learners, with pathways to skills, credentials, and employment in high-demand industries. EnGen’s patented, award-winning English upskilling platform built based on decades of data and best practices from technology-mediated language instruction, adult education, and second language acquisition—and is optimized to serve the needs of working adults, including the estimated 13 million adult English learners currently in the U.S. workforce. Since launch, EnGen has rapidly scaled to enroll nearly 130,000 learners via partnerships with local government agencies in states like Colorado, Maine, and Michigan; forward-looking employers like Amazon, Chobani, Whole Foods Market, and Walmart; and community colleges and adult education programs in states across the country. Our results speak to the power of English upskilling to build future-ready workforces that drive business outcomes for employers: 94% of EnGen learners have improved their confidence in using English; 93% saved time at work; 92% improved their job skills; 90% have said their digital skills have improved; and 79% have achieved a real-world career goal like a pay raise or promotion as a result of EnGen. EnGen earned status as a Certified Public Benefit Corporation in 2021; we are committed to continuing to grow our results-driven platform to reach the 96% of adult English learners who are currently unable to access English instruction in the U.S. Role Summary EnGen is seeking an experienced and motivated Senior Customer Success Manager, Strategic Accounts to lead the success and satisfaction of a portfolio of EnGen’s largest and most strategic customers across the U.S. and Canada. In this role, you will serve as a trusted advisor and strategic partner to high-profile clients, helping them successfully upskill their multilingual workforce through EnGen’s platform and services. You will own the full customer lifecycle, from onboarding through renewal, driving customer retention, engagement, expansion opportunities, and measurable customer outcomes. The ideal candidate is a relationship builder, strategic thinker, and customer advocate who thrives in a fast-paced, mission-driven environment. Working cross-functionally with Sales, Product, Operations, Coaching, Marketing, and Data teams, you will deliver exceptional customer experiences, align solutions to customer goals, and help clients maximize the value and impact of their partnership with EnGen. Your responsibilities will include: Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success. Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals. Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one. Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies. Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience. Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance. Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities. Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness. Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references. Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes. Desired qualifications: 5–7 years of experience in Customer Success, Strategic Account Management, Consulting, or related client-facing leadership roles ideally with for SaaS companies with services and specializing in EdTech, Workforce Development, or similar industries Proven success managing large and complex customer accounts with strong results in retention, adoption, customer satisfaction, and account growth. Experience supporting employer partnerships, post-secondary and adult education institutions is highly preferred. Experience working with public-sector programs and other workforce development initiatives is a plus Strong business acumen, with the ability to align customer goals to strategic solutions and measurable outcomes. Data-driven mindset with experience using analytics and reporting to guide customer strategy, improve engagement, and drive success. Strong project management, organizational, problem-solving, and negotiation skills, with the ability to manage multiple priorities in a fast-paced environment. Excellent communication and relationship-building skills, with the ability to influence stakeholders at all levels, including executive leadership. Experience collaborating cross-functionally with Sales, Product, Operations, Marketing, and Support teams. Hands-on experience with CRM tools, Google Workspace, Slack, and customer success or reporting tools. Self-motivated, proactive, and adaptable professional with a strong customer-first mindset and passion for driving adoption and loyalty. Ability to remain professional, diplomatic, and composed while managing customer challenges and escalations. Fluency in English is required; Spanish fluency is strongly preferred. Occasional travel required for client meetings, conferences, training, and company events (approximately 4 overnight trips and 8–10 travel days per year). Travel is generally flexible and planned around the employee’s schedule whenever possible. What we offer: Compensation will be commensurate with the candidate’s experience, qualifications, skills, and overall fit for the role. There may be an opportunity to participate in a variable compensation plan. Great benefits: medical, dental, 401(k), home office reimbursement policy, professional development budget. Work with an incredible fully remote team of bright, dedicated, and creative individuals passionate about expanding access to education. To Apply: Please email your resume to [emailprotected] $78,000 - $110,000 a year We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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