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"Working for Absorb has truly been a fantastic experience. It is an organization which offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with colleagues from various nationalities and cultural backgrounds, which is also another interesting facet of working for Absorb. I have not only learned a lot, but there has also been so much cross functional learning which has helped both my team and I flourish. Peers at Absorb are extremely talented, encouraging, and helpful who are always there in times of need. Overall, Absorb is such a great place to work and definitely the best career move I’ve ever made." -Darren O'Connor - Director, Client Advocacy

The Senior Manager of Customer Success (CS) Operations & Enablement will play a critical role in driving operational excellence and scaling the CS function to deliver measurable customer outcomes. By blending hands-on program management with strategic leadership, this position will directly influence retention, expansion, and customer satisfaction across the customer lifecycle. Reporting to the Director of Customer Success, this role oversees CS Operations and the Digital CSM team, ensuring that the team is equipped to deliver impactful results at scale. The ideal candidate will challenge the status quo, drive innovation through data-backed insights, and foster collaboration across CS, Product, Marketing, and Growth teams to ensure a seamless, value-driven customer experience.

Would you like to hear more about Absorb from a current employee? Check out the video below:

Absorb Culture - Absorb LMS

What you’ll do:

• Build and implement an evolving enablement framework to equip CSMs with the right processes, playbooks, tools, and training.
• Lead a dynamic team comprising CS Ops and Digital CSMs, ensuring alignment between these groups to deliver seamless customer journeys at scale.
• Guide the development of performance metrics and foster a high-impact, data-driven culture that drives retention and growth.
• Develop and operationalize scalable engagement models to support customers without dedicated CSMs. Leverage Digital CSMs and automation to create high-impact, 1: many programs that drive adoption, retention, and proactive customer engagement
• Own the Voice of the Customer Program synthesizing qualitative and quantitative insights from customer data (e.g., churn drivers, NPS) to influence strategic decisions.
• Partner with Marketing, Growth, Product, and CS to align customer success strategies with broader company objectives.
• Own the CS tech stack (Monday.com, Pendo, Zendesk, Churnzero, Salesforce), ensuring tools and platforms are integrated and leveraged to support operational efficiency and scalability.

What you’ll bring:

• 5+ years in Customer Success or similar SaaS role, with a strong focus on data analytics, enablement, and operational efficiency.
• Proficient in ChurnZero CX tool, with hands-on experience leveraging it for customer engagement and retention.
• Proven leadership experience scaling customer success programs through 1: many strategies, especially working with Digital CSMs or automated engagement solutions to drive customer success at scale.
• Strong understanding of key CX metrics such as retention (GRR), expansion (NRR), NPS, and churn, with the ability to leverage these metrics to drive strategic decisions and improve customer outcomes.
• Expertise in building and executing enablement programs that upskill Customer Success teams at all stages of the customer journey.
• Self-starter with a strong ability to take initiative and deliver high-impact projects with attention to detail, and a focus on achieving measurable outcomes.

Technologies we use:

• Salesforce, ChurnZero, Monday.com, Pendo, JIRA, Confluence, Zendesk, Microsoft Suite, Absorb LMS

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
• Games room, meditation & yoga space, state of the art workplace for Absorbers in our Calgary office

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do.
• We’re united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.com

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