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Client Success Learning Program Manager

3 hours, 26 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
LEAP Legal Software

LEAP Legal Software

LEAP Legal Software is a global legal tech company that develops productivity solutions for law firms worldwide. They offer a suite of products, including their flagship cloud-based legal practice management software, LEAP, which provides productivity-...

Internet Software & Services
251-1K
Founded 1992
View All Jobs 2

Description

  • Own the digital customer journey and automated communication touchpoints in Gainsight across lifecycle stages.
  • Plan, build, maintain, and improve automated outreach cadences that support customer success motions.
  • Monitor delivery, engagement, and conversion performance and update journeys as customer needs and messaging evolve.
  • Build and manage calls to action and playbooks in Gainsight to drive participation, engagement, and adoption.
  • Own the roadmap for live learning programs across adoption, optimization, feature expansion, and renewal readiness.
  • Define learning goals and session priorities aligned to customer outcomes and product adoption objectives.
  • Develop repeatable live learning tracks that scale across role-based, use-case-based, and maturity-based audiences.
  • Host and facilitate live learning sessions for admins, end users, power users, and leaders.
  • Partner with internal subject matter experts to co-create curriculum, session materials, and follow-up resources.
  • Manage program logistics end to end, including scheduling, registration, attendance tracking, reminders, and post-session follow-up.
  • Define success metrics and dashboards for live learning and digital outreach, and use feedback to continuously improve programs.

Requirements

  • 4+ years of experience in customer education, enablement, client success, training, or a related role.
  • Proven experience designing and delivering live, instructor-led learning for software users.
  • Strong facilitation skills and confidence presenting to groups in virtual environments.
  • Excellent program management skills, including planning, prioritization, and execution.
  • Strong written communication skills with the ability to translate product complexity into clear learning outcomes.
  • Experience managing digital customer journeys, nurture campaigns, or lifecycle outreach is preferred.
  • Hands-on experience with Gainsight, including CTAs, playbooks, and journey orchestration, is preferred.
  • Experience in SaaS, B2B software, or technology-driven environments is preferred.
  • Familiarity with adult learning principles, instructional design, and engagement best practices is preferred.
  • Experience supporting mid-market and/or enterprise customers is preferred.
  • Core competencies include being a confident facilitator, a strong storyteller, operationally excellent, detail-oriented, customer-first, collaborative, and data-informed.

Benefits

  • Health care plan, including medical, dental, and vision coverage.
  • Retirement plan options, including 401(k) and IRA.
  • Life insurance coverage, including basic, voluntary, and AD&D.
  • Paid time off, including vacation, sick leave, and public holidays.
  • Family leave, including maternity and paternity leave.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.
  • Work-from-home flexibility and wellness resources.

Interested in this position?

Apply directly on the company website

Apply Now

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