Customer Success Manager

🇺🇸Remote$83K–$115K/yr7h ago

Higher Ed Customer Success Account Management SaaS Platform Adoption Customer Advocacy

Summary

The Customer Success Manager is the primary architect of customers' learning journeys at O'Reilly Media, ensuring they maximize ROI by aligning the platform with business goals and skill gaps. This role involves strategic partnership, proactive advocacy, and driving long-term value realization for enterprise clients.

Key Responsibilities: Develop deep relationships with stakeholders to provide strategic guidance and learning roadmaps, define success criteria with customers, and track progress against objectives. Act as the internal voice of the customer, translating user needs into product insights and ensuring platform integration into customers' engineering cultures.

Skills & Tools: Strong written and verbal communication skills with ability to present to technical teams and executives; proficiency with data analysis to demonstrate platform value and strong relationship-building across diverse teams. Preferred understanding of SaaS business models, Customer Success platforms like Gainsight, CRM tools like Salesforce, and familiarity with software development methodologies and basic coding concepts.

Qualifications: Bachelor's degree in Business, Communications, Marketing, or equivalent education and/or experience; deep understanding of SaaS business models and user adoption in subscription environments. Proven track record building relationships across internal teams and consulting experience preferred.

Location: Remote

Compensation: $83,000 – $115,000/year

Job Description

Description

About O’Reilly Media

O’Reilly’s mission is to change the world by sharing the knowledge of innovators. For over 45 years, we’ve inspired companies and individuals to do new things—and do things better—by providing them with the skills and understanding that’s necessary for success.

At the heart of our business is a unique network of experts and innovators who share their knowledge through us. O’Reilly Learning offers exclusive live training, interactive learning, a certification experience, books, videos, and more, making it easier for our customers to develop the expertise they need to get ahead. And our books have been heralded for decades as the definitive place to learn about the technologies that are shaping the future. Everything we do is to help professionals from a variety of fields learn best practices and discover emerging trends that will shape the future of the tech industry.

Our customers are hungry to build the innovations that propel the world forward. And we help you do just that.

Learn more

Diversity

At O’Reilly, we believe that true innovation depends on hearing from, and listening to, people with a variety of perspectives. We want our whole organization to recognize, include, and encourage people of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and professional roles.

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About the Team

We are a global team of Customer Success Managers focused on one mission: to empower our customers to achieve their organizational & individual goals. We prioritize customer success by acting as lead partners and dedicated advocates.

You won’t just be a point of contact—you’ll be the one moving customers from their first login to long-term value. We work cross-functionally to turn user needs into product insights, making sure O’Reilly is built into the fabric of our customers’ engineering cultures. If you’re a problem-solver who loves using data to drive results, you’ll fit right in.

About the Role

The Customer Success Manager is the primary architect of the customer’s learning journey at O’Reilly. In this role, your mission is to ensure customers maximize the ROI of their investment by aligning the O'Reilly platform with their specific business goals and skill gaps. You are a subject matter expert who guides organizations through onboarding, engagement, and long-term value realization. You will serve as a dedicated advocate, ensuring that the platform is deeply integrated into the customer's engineering and professional development culture.

What You’ll Do

Strategic Value Alignment
- Trusted Advisor: Develop deep relationships with stakeholders to provide best practices, guidance, and strategic roadmaps for workforce transformation.
- Outcome Accountability: Partner with customers to define clear success criteria and business outcomes, then proactively track and report on progress against those objectives.
- Advocacy: Act as the internal voice of the customer, translating user needs and feature requests into actionable insights for the O’Reilly Product and Engineering teams.
Engagement & Implementation
- Onboarding Excellence: Drive rapid "Time-to-Value" by leading structured onboarding sessions that move customers from initial login to active, habitual usage.
- Continuous Education: Conduct live training, webinars, and feature demonstrations to ensure users are leveraging the latest platform capabilities.
- Health Monitoring: Use data and analytics to monitor account health, identify low-engagement areas, and execute plays to get customers back on track.
Cross-Functional Collaboration
- Account Strategy: Partner closely with Strategic Account Managers to provide the "Success perspective" for account planning and help identify potential growth areas based on usage trends.
- Issue Orchestration: Serve as the lead point of contact for navigating and resolving critical customer situations, ensuring a seamless experience across all O'Reilly departments.

What You’ll Have

Required:

Bachelor’s Degree
3+ years in a customer-facing role such as Customer Success, Professional Services, or Technical Consulting.
In lieu of degree, equivalent education and/or experience may be considered
Deep understanding of SaaS business models and how to drive user adoption in a subscription-based environment.
Strong written and verbal communication skills; ability to present confidently to both technical teams and executive leadership.
Comfortable using data to tell a story and prove the value of a platform to stakeholders.
Proven ability to build relationships across diverse internal teams (Product, Sales, Services).

Preferred:

Familiarity with Customer Success platforms (e.g., Gainsight) and CRM tools (Salesforce).
An understanding of common software development methodologies and basic coding concepts is highly preferred to better assist our technical user base.

Additional Information:

Salary Range: $83,000 - $115,000
At this time, O'Reilly Media Inc. is not able to provide visa sponsorship or provide any immigration support (i.e. H-1B, STEM, OPT, CPT, EAD and Permanent Residency process)