Customer Success Lead

About the Role

Springboard's B2B business is growing, and we need a Customer Success Lead who can hold the full client relationship from launch through renewal. You'll be the primary point of contact for our employer partners, running program implementations end-to-end, keeping outcomes on track, and identifying opportunities to expand the partnership.

This is a senior individual contributor role with broad scope serving large enterprise accounts (like Avera, Ochsner, UCHealth) through direct corporate training and workforce development engagements. You'll work closely with Product, Admissions, Program Success and Finance teams and represent Springboard externally.

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

Why This Role

• Springboard's employer partnerships are growing rapidly.
• We have a clear model that works, and we need someone who can run it at scale, tighten it up, and grow it.
• You'll have direct impact on business outcomes, client relationships, and learner results.

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