Customer Success Manager

Position Overview:

Pay Range: $90,320 - $122,080

MIT Workforce Learning, a corporate training group within MIT’s Office of Open Learning, is seeking a Customer Success Manager to join our Customer Solutions and Delivery team in a dynamic, client-facing role.

This individual will manage and grow a portfolio of strategic workforce learning partnerships with senior leaders at global organizations, including Fortune 500 companies and government agencies. The Customer Success Manager will work closely with client stakeholders to design and deliver impactful learning experiences, ensure successful program execution, and help partners realize measurable value from our suite of offerings.

Principal Duties and Responsibilities (Essential Functions**):

• Serve as the primary relationship manager for a portfolio of enterprise and government partners, building trusted relationships with senior stakeholders and acting as the main point of contact for ongoing engagement.
• Guide partners through the full program lifecycle from onboarding and launch through adoption, expansion, and renewal ensuring a high-quality experience for both client stakeholders and participating learners.
• Lead cross-functional teams to deliver successful program launches and ongoing delivery, working with internal partners on planning, custom content, communications, learner engagement, and reporting.
• Identify opportunities to expand partnerships through additional programs, cohorts, or new learning initiatives, and support renewals and commercial expansions across the portfolio.
• Serve as the central point of coordination for technical integrations or platform-related requirements, working with internal technical teams and external vendors as needed.
• Advocate for customer needs internally by sharing insights and feedback to inform program design, product improvements, and future offerings.
• Contribute to internal initiatives that improve customer success processes, delivery workflows, and partner engagement strategies.
• Provide flexible support across Workforce Learning initiatives, including peak delivery periods, client workshops, new program launches, and strategic projects.
• Partner with internal teams, faculty, and clients during onsite engagements in Cambridge, MA to ensure a high-quality customer experience, effective program execution, and timely resolution of client needs.

Supervision Received:

Reports to the Director of Customer Solutions and Delivery

Supervision Exercised:

May manage the work of ad-hoc temps, contractors, or freelancers

Qualifications & Skills: 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree required
• 5 years of experience in customer success, account management, program management, or a related client-facing role
• Experience managing complex B2B relationships with enterprise or government clients
• Experience supporting digital learning programs, SaaS products, or professional education initiatives preferred.
• Exceptional interpersonal, communication, and stakeholder management skills
• Ability to build trusted relationships with senior leaders and executive stakeholders
• Strong project management and organizational skills across multiple concurrent initiatives
• Ability to navigate complex organizations and coordinate cross-functional teams
• Comfort working in a fast-moving environment with evolving priorities
• Experience managing renewals, expansions, or commercial relationships in B2B environments

** To comply with regulations by the American with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.