Please note: Applicants must live in one of these states: Arizona (strongly preferred), Iowa, Kansas, or Michigan. No relocation support is provided.

We are looking for a proactive, empathetic Customer Success Manager to join our growing TraCorp LMS/LXP team. This role is essential to helping clients get the greatest value from our platform by improving satisfaction, adoption, and retention. You will oversee support operations, lead onboarding and training, maintain ongoing customer relationships, and help with customer-facing product communications.

This is a fully remote position with a fixed schedule, Monday through Friday, 8:00 a.m. to 5:00 p.m. AZ.

PRIMARY DUTIES AND RESPONSIBILITIES

1) Manage the Customer Support Desk (30%)
– Provide tiered support and troubleshoot issues through our online help desk and phone support, clearly separating platform (LMS) problems from third-party or course (eLearning) issues.
– Track, prioritize, and manage support tickets to ensure quick and high-quality responses.
– Serve as a point of contact between customers and internal teams—especially product engineering—by communicating user feedback, bugs, and feature requests clearly.
– Coordinate ticket transfers to the product team for complex work or bug fixes and ensure cases are resolved.
– Help test and validate new releases so updates meet functional requirements before launch.
– Create reusable response templates and materials to support proactive customer outreach.

2) Run Customer Onboarding, Maintain Knowledge Base, and Support Tools (30%)
– Lead onboarding sessions that guide new customers through initial setup, configuration, and LMS best practices.
– Maintain and update customer-facing documentation, knowledge base articles, and video tutorials to support ongoing learning and self-service.
– Create product defaults and templates tailored to customer needs (e.g., eCommerce vs. employee compliance training).
– Build training materials for different audiences, including admins, instructors, and learners.
– Identify gaps in training and support tools and continuously improve resources and processes.

3) Maintain and Grow Customer Relationships (25%)
– Develop trusted, long-term relationships that support retention and account growth.
– Conduct regular check-ins, business reviews, and satisfaction surveys to monitor customer health and spot renewal or upsell opportunities.
– Represent customer needs internally while setting realistic expectations externally.
– Support strategic customers with tailored success plans aligned to their learning goals.

4) Support Customer Communications and Product Marketing (15%)
– Work with the product team to create and manage customer-facing communications such as release notes, feature announcements, and newsletters.
– Help host customer webinars introducing new features and encouraging adoption.
– Collaborate with marketing to develop clear, engaging materials that explain the value of new features.

SKILLS, EDUCATION, AND EXPERIENCE
– Bachelor’s degree or equivalent work experience
– 2+ years in Customer Success, Account Management, or Technical Support (preferably in SaaS or EdTech)
– Strong troubleshooting and problem-solving skills, with the ability to explain technical concepts to non-technical users
– Excellent communication across all organizational levels
– Strong organizational and project management skills
– Collaborative, customer-focused approach
– Ability to handle multiple priorities, stay flexible, and meet deadlines with minimal supervision
– Proven teamwork and strong relationship-building skills with customers and cross-functional partners

PREFERRED SKILLS
– Experience with Learning Management Systems (e.g., TraCorp LMS, Cornerstone, Docebo, or other LMS platforms)
– Familiarity with SCORM, xAPI, or other eLearning standards
– Background in instructional design or learning technology
– Experience with release testing or QA processes

COMPENSATION, BENEFITS, AND MORE
– Role type: Hourly, full-time (8:00 a.m. to 5:00 p.m. AZ)
– Pay range: $26.44 to $36.06 per hour, depending on experience
– Start date: Immediate opening
– Benefits:
– Paid short-term and long-term disability insurance
– 401K after 6 months of employment
– 80/20 split for employee health and dental insurance
– 10–16 paid company holidays
– 5 paid sick days in accordance with AZ state law or the law where the employee resides
– 10 days paid time off (80 hours)

Note: TraCorp is an E-Verify employer. Applicants must be authorized to work in the United States.