Job Details

Job Description: Customer Success Specialist at MapleLMS

MapleLMS, a leading Learning Management System (LMS), is seeking a driven, self-motivated Customer Success Specialist to join our team. Our platform enables online learning anytime, anywhere, and on any device, seamlessly integrated with the Salesforce ecosystem. We focus on corporate training, non-dues revenue generation for member-based organizations, customer training, and partner training. Committed to delivering the best, our cost-effective and scalable LMS promotes continuous learning through innovative education technology.

Our team is our greatest asset. In this role, you will act as a strategic advisor and advocate for our customers, ensuring their success with MapleLMS.

Major Responsibilities:

1. Customer Onboarding: Set expectations, define success metrics, establish communication channels, and plan yearly goals.
2. Product Adoption & Engagement: Conduct regular check-ins, monitor progress, strategize feature adoption, analyze customer data, and communicate updates on upgrades and new features.
3. Relationship Management: Build trusted relationships with key stakeholders, serve as the main contact for strategic discussions, ensure alignment with customer goals, monitor health and engagement, and manage renewal discussions and contracts.
4. Expansion & Upselling: Identify opportunities for growth, share ROI insights, and monitor license overages for timely invoicing.
5. Customer Advocacy & Feedback: Gather feedback, serve as the voice of the customer internally, and encourage advocacy through testimonials and referrals.
6. Customer Success Planning & Reviews: Conduct business reviews, track success metrics, and align product usage with evolving customer priorities.
7. Networking / Client Meetings Onsite: Travel as needed, collaborate with the team in India, and prepare periodic MIS reports.

Required Qualifications:

• 2–5 years of experience in Customer Success, Account Management, or a client-facing role, preferably in SaaS or EdTech.
• Bachelor's degree in business, communications, or marketing.
• Strong communication and relationship-building skills.
• Ability to analyze data and make customer-centric decisions.
• Experience with CRM tools like Salesforce is a plus.
• Familiarity with LMS or education technology is highly desirable.
• Highly organized, proactive, and independent worker.

What We Offer:

• Opportunity to work with a fast-growing, innovative LMS platform.
• Collaborative and inclusive team environment.
• Comprehensive health benefits.
• Competitive salary and incentives.
• Paid time off, holidays, and flexible work arrangements.
• Travel opportunities to engage with clients and partners.
• Impactful role shaping the future of online learning.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Staffing and Recruiting