客户成功负责人
Customer Success Lead
**公司**
在Springboard，我们的使命是弥合全球技能差距，提供变革性的在线教育，涵盖数据科学、UI/UX设计、机器学习和编程。我们的课程可能以技术为驱动，但最终是以人为本：每位学生在与我们合作期间都能接触到庞大的社区，与同学、行业专家导师、学生顾问和职业教练互动，目标是成功帮助学生进入理想的工作。通过这种混合方法，我们已帮助数千名学习者重塑职业生涯，进而改变他们的生活，每年收到数百份优质工作邀约，我们的项目毕业生就业率接近完美。
#### **职位简介**
Springboard的B2B业务正在增长，我们需要一位客户成功负责人，能够从启动到续约全程负责客户关系。你将成为雇主合作伙伴的主要联系人，全流程推动项目实施，确保成果按计划进行，并发现扩展合作的机会。
这是一个高级个人贡献者职位，服务范围广泛，直接为企业培训和人才发展项目（如Avera、Ochsner、UCHealth）提供支持。你将与产品、招生、项目成功和财务团队密切合作，并代表Springboard对外沟通。
#### **你将负责**
**_启动协调与客户赋能_**
- 主导新客户项目的初步评估和入职流程：定义成功指标，协调物流，解决技术访问需求，并协调学员注册
- 从合同执行到班级启动，全程负责项目启动，协调学习、项目成功和招生团队
- 在整个项目生命周期中担任日常运营联系人
**_客户管理_**
- 负责与雇主合作伙伴的关系；保持定期沟通，包括每周同步和月度业务评审
- 准备并交付MBR演示文稿，报告完成率、就业安置和NPS；主动呈现趋势、风险和成果
- 监控项目健康状况，在学习者成果有风险时及时介入
- 处理和解决申请、注册、付款和数据传输问题
**_增长与扩展_**
- 在现有客户中发现扩展机会：新项目、额外班级、增加席位数
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**The Company**
At Springboard, we’re on a mission to bridge the world’s skills gap, offering transformative online education in data science, UI/UX design, machine learning, and coding. Our courses may be tech-enabled, but we're ultimately human-centric: each student taps into a vast community throughout their time with us, engaging with fellow students, industry-expert mentors, student advisors, and career coaches, the goal of which is to successfully transition students into their dream job. Through this hybrid approach, we’ve helped thousands of learners revamp their careers and, by extension, their lives, with hundreds of top-notch job offers received every year and a near-perfect placement rate for our program graduates.
#### **About the Role**
Springboard's B2B business is growing, and we need a Customer Success Lead who can hold the full client relationship from launch through renewal. You'll be the primary point of contact for our employer partners, running program implementations end-to-end, keeping outcomes on track, and identifying opportunities to expand the partnership.
This is a senior individual contributor role with broad scope serving large enterprise accounts (like Avera, Ochsner, UCHealth) through direct corporate training and workforce development engagements. You'll work closely with Product, Admissions, Program Success and Finance teams and represent Springboard externally.
#### **What You'll Do**
**_Launch Coordination and Client Enablement_**
- Lead intake and onboarding for new client engagements: define success metrics, align on logistics, resolve technical access requirements, and coordinate participant enrollment
- Own program launch from contract execution through cohort kickoff, coordinating across the Learning, Program Success, and Admissions teams
- Serve as the day-to-day operational contact throughout the program lifecycle
**_Account Management_**
- Own relationships across a portfolio of employer partners; maintain regular cadences including weekly syncs and Monthly Business Reviews
- Prepare and deliver MBR decks reporting on completion rates, job placement, and NPS; proactively surface trends, risks, and wins
- Monitor program health and intervene early when learner outcomes are at risk
- Triage and resolve application, enrollment, payment, and data transfer issues
**_Growth and Expansion_**
- Identify expansion opportunities within existing accounts: new programs, additional cohorts, expanded seat counts
- Collaborate with BD on renewals and account growth; prepare supporting data and client-facing materials
- Build relationships across the client org to ensure Springboard has visibility with decision-makers, not just program coordinators
- Build scalable playbooks and processes that keep pace with a growing partner portfolio
**_Cross-Functional Operations_**
- Coordinate with internal teams (Program Success, Admissions, Finance, Learning) to execute on client commitments
- Represent the client perspective in internal planning and escalate blockers quickly
- Keep internal stakeholders updated on partner developments, upcoming milestones, and open issues
#### **What We're Looking For**
- 4-7 years in customer success, account management, or enterprise partnerships, ideally in education, workforce development, or a services business
- Track record of managing complex, multi-stakeholder relationships with significant ARR
- Strong operational instincts: you can run a detailed program implementation while keeping the broader relationship healthy
- Comfortable with data: you know how to pull the numbers, tell the story, and flag what matters
- Excellent communicator, equally effective on a client call, in a written update, and in an internal cross-functional meeting
- Self-directed and organized; you manage your own book of business without a lot of hand-holding
- Experience with workforce training or employer partnerships is a plus
- Experience working with healthcare organizations is a plus
#### **Why This Role**
Springboard's employer partnerships are growing rapidly. We have a clear model that works, and we need someone who can run it at scale, tighten it up, and grow it. You'll have direct impact on business outcomes, client relationships, and learner results.
_We are an equal opportunity employer and value diversity at our company. We welcome applications from all backgrounds, and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status._
**California Privacy Rights Notice for Job Applicants**
Under the California Consumer Privacy Act (“CCPA”), Springboard is required to inform California residents who are job applicants about the categories of personal information we collect about you and the purposes for which we will use this information. This [notice](https://www.springboard.com/archeio/download/841f959e9c964e93a87abe993316cc1f/) contains disclosures required by the CCPA and applies only to personal information that is subject to the CCPA.