As a Client Success Manager (CSM) at Absorb, you will play a dual impact role-owning client relationships while driving product adoption and simultaneously serving as an L&D practitioner who understands how to build, scale, and measure learning programs that deliver meaningful business outcomes. We're looking for someone who brings deep Customer Success expertise paired with real-world Learning & Development program building experience, ideally gained within a B2B SaaS environment. In this role, you will guide clients in maximizing their LMS investment, translate L&D strategy into actionable product usage, and clearly demonstrate measurable ROI tied to Absorb LMS.
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Absorb Culture - Absorb LMS
What you'll do:- Develop trusted, strategic relationships with a portfolio of clients that promote long-term retention and loyalty.
- Manage the client lifecycle from post onboarding through adoption, expansion, advocacy, and renewal.
- Leverage your L&D background to help clients design, implement, and optimize learning programs using Absorb LMS.
- Consult on and measure program effectiveness, tying learning outcomes and usage back to business goals and product ROI.
- Deliver training, best practices, and enablement sessions that help clients get the most from Absorb LMS.
- Proactively monitor client health, identifying risks, driving escalations, and developing action plans.
- Identify and route upsell and expansion opportunities to the Account Management team.
- Collaborate cross functionally with Product, Support, Professional Services, and other internal teams.
- Maintain accurate client documentation within internal systems/tools.
What you'll bring:- 4-6 years of experience in B2B SaaS, ideally within LMS, HR Tech, EdTech, or learning solutions industries.
- Background as a Learning & Development practitioner, including experience designing, executing, and evaluating training programs.
- Demonstrated ability to tie learning initiatives to measurable outcomes-customer engagement, program ROI, adoption metrics, or business KPIs.
- Strong client-facing skills: communication, relationship-building, executive alignment, and consultative problem-solving.
- Comfort translating technical concepts into accessible explanations.
- Strong commercial and business acumen.
- Excellent time management and project management capabilities.
- Working understanding of SaaS, APIs, and core web technologies.
Additional preferred qualifications:- Experience with CS and productivity tools such as ChurnZero, Salesforce, JIRA, and Zendesk.
- Previous involvement in change management, enablement, or instructional design projects.
- Experience advising clients on LMS or L&D ecosystem best practices.
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
