Customer Success Lead

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