SkillSoft

Sr. Federal Customer Success Manager

SkillSoft • $95K — $105K *
US-AnywhereRemote in United States
Education, Government & Non-Profit
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8+ years in B2B Customer Success Management with a Bachelor’s degree or equivalent experience.
  • Experience with complex Federal customers.
  • Proven strategic advisor with a solutions-driven mindset and customer relationship management skills.
  • Proficient in Salesforce, Business Intelligence tools, MS Office, and Customer Success platforms like Gainsight or ChurnZero.
  • Exceptional communication skills, especially for executive presentations.
  • Operational expertise in data-led insights and performance reviews.
  • Understanding of AI-enabled environments and skills-based dynamics.

Responsibilities

  • Translate customer objectives into measurable success plans.
  • Advise on workforce transformation beyond traditional learning models.
  • Master and demonstrate expertise in product offerings and AI capabilities.
  • Guide customers through ethical AI adoption discussions.
  • Explain the differences between skills, competencies, and proficiency models to clients.
  • Utilize data to identify risks and opportunities for customer expansion.
  • Coordinate cross-functionally with product, sales, and service teams to advocate for customer needs.

Benefits

  • Medical, dental, and vision coverage.
  • Paid time off.
  • Enterprise benefits package.
Full Job Description
Skillsoft is seeking an experienced Senior Federal Customer Success Manager (CSM) to be a strategic advisor who is responsible for driving skills-based outcomes in our Solutions Organization. In this role, you will have the opportunity to lead outcome-based executive level conversations tied to business priorities, not just learning activity.

Remote - Eastern Time Zone

RESPONSIBILITIES

Strategic and Executive Engagement
  • Translate customer goals into clear success plans with measurable impact
  • Advise on skills-based workforce transformation, not just learning programs

Platform, Solution & AI Confidence
  • Mastery of our solutions and be an expert in the evolving product offering
  • Speak Credibly about AI-enabled capabilities and limitations
  • Explain "why this matters" in practical, business terms
  • Guide customers through ethical, responsible adoption conversations

Skills Intelligence & Workforce Strategy Fluency
  • Confidently explain skills vs. competencies, job architectures, and proficiency models
  • Guide customers through taxonomy decisions, benchmarks, and readiness planning
  • Articulate the value to the customer of each of these approaches

Data-Led Insights and Decision Making
  • Use data to prioritize risk, opportunity, and expansion conversations
  • Interpret dashboards and metrics to tell a clear story
  • Tie Engagement and adoption data back to business outcomes

Cross Functional Orchestration
  • The quarterback across Product, Professional Services (PS), Sales and Support
  • The voice of the customer at the account level, into roadmap and prioritization discussion, by feeding product and pricing teams with monetizable insights
  • A partner in shaping repeatable plays and best practices

Commercial Acumen & Growth Strategy
  • Understand commercial levers and account economics
  • Identify growth signals tied to maturity and outcomes
  • Confidently partner with Sales on timing, readiness and value

Change Management & Customer Enablement
  • Lead customers through change, ambiguity and new operating models
  • Prepare customers ahead of launches and transitions
  • Reinforce adoption through structured enablement and reinforcement

Skills & Qualifications Required
  • 8+ years of professional B2B Customer Success Manager experience with a Bachelor's degree or commensurate experience
  • Experience working with highly complex Federal customers
  • Expertise in being a strategic advisor, have a solution mindset, experience in customer relationship management, to include strengthening C-suite connections and cultivating customer champions.
  • Proficient in Salesforce, Business Intelligence tools, MS Office Suite, and Customer Success Platform experience such as Gainsight or Churnzero
  • Excellent communications skills with robust Executive presentation experience
  • Operational rigor with the ability to drive data-led insights and decision making, as well as conduct regular pipeline and performance reviews
  • Deep understanding of and comfortable operating in an AI-enabled, skills-based environment
  • Strategic thinking and problem-solving, with the ability to confidently lead customers through change and platform evolution
  • Ability to Travel up to 20%

Target base salary range for this job requisition is anticipated to be approximately $95,000 - $105,000 annualized with average on target earnings includingcommissions of approximately $118,750 - $131,250 annually.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off

The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.

About SkillSoft

Skillsoft is a global leader in corporate learning, delivering beautiful technology and engaging content that drives business impact for modern enterprises. Skillsoft comprises three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform and the SumTotal suite for Human Capital Management.
Learn more about SkillSoft
Size
2,200 employees
Market Cap
$206.6 million
Industry
Information Technology
Founded
1997
NASDAQ
SKIL
* Ladders Estimates

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