You will be working directly with LifterLMS clients to maintain and grow existing relationships, and will identify expansion opportunities with the goal of achieving negative net churn.
We’re a company that helps subject matter experts, schools, companies, and WordPress professionals create high value online courses and training based membership websites. We’re a team united by our shared values of:
- Community focus
- Reducing friction
- Continuous improvement
- Learner results first
- Extreme ownership
- Clear communication
This role at LifterLMS will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference.
LifterLMS exists to lift up others through education.
If you’re a person who is driven by customer happiness and success, then this role is made for you.
If you’re good at:
- Strategic creative and data driven, solution oriented thinking
- Collaborating with others to drive best practices
- Working directly with a diverse group of clients to achieve success
- Communicating with fellow team members
- Strong ability to implement strategies on your own
- Identifying opportunities for product expansion
- Strategic prioritization and project management
- Designing and deploying customer success processes and automation
- Learning new skills with an open mind and on the fly
- WordPress
- You love inspiring others with enthusiasm
- You have a never say never attitude
- You have experience working at a tech company
- You’re familiar with online learning, coaching, and online business
- You’re familiar with LifterLMS
As Customer Success Manager, you’ll be responsible for:
- Onboarding new users and their people on how to use LifterLMS effectively and get to core value ASAP.
- Identifying opportunities for onboarding efficiency, account expansion, and revenue creation within our customer base.
- Advising our customers on how to improve their performance and increase their return on investment.
- Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.
- Quickly identifying gaps in our product that impact the success of our customers.
- Working closely with our product and engineering teams to ensure issues are resolved.
- Proactively talking with customers to ensure that they get the most value out of your service.
- Developing and nurturing customers into advocates to increase brand awareness and build a sense of community.
- Analyzing data and results to guide product and customer success improvements.
- Conducting webinars with camera on with groups of customers to assist with onboarding and product.
- Identifying opportunities for customer training in a proactive way.
- Improving and managing onboarding, activation, and expansion opportunities through existing and future channels including documentation, courses, memberships, email campaigns, Facebook group, Slack group, webinars, Office Hours Mastermind, and others.
- Oversee, expand, quality control, and actively help implement customer success via the LifterLMS 3rd party product ecosystem partner program.
- Leading up an already high performing technical support team.
The following experience is relevant to us:
- At least 2 years of professional experience in Customer Success or Account Management.
- Experience in building and maintaining strong relationships with customers.
- A great track record of expanding revenue and mitigating customer churn.
- Experience working closely with other functions like Marketing, Sales, and Product.
- Excellent communication skills and a great listener.
- Tech savvy and have experience implementing many different types of software.
- Experience working with asynchronous customer communication tools like WordPress websites, Help Scout, and ActiveCampaign.
Working at LifterLMS can accelerate your career and give you the opportunity to work with world-class talent. We’re a team that loves what we do, and we all thrive on our ability to make an impact. There are many benefits that come with working with us, such as:
- Work with a great, diverse team in a relatively flat organization
- Freedom to be creative, make mistakes, improve, and lead
- Work from anywhere
- Flexible schedule
- Opportunity to earn significant extra income based on your effectiveness
- Opportunity to contribute to a mission to democratize education in the digital classroom
- Opportunity to help LifterLMS lead by example as a model of how to do freemium in WordPress
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