PLEASE NOTE: Applicants must have residency in one of the following states: Arizona (highly preferred), Iowa, Kansas, or Michigan. No relocation assistance is available.

We are seeking a proactive and empathetic Customer Success Manager to join our growing TraCorp LMS/LXP product team. This role is critical to ensuring our clients achieve maximum value from our platform, driving user satisfaction, adoption, and retention. You will be responsible for managing support operations, onboarding and education, nurturing ongoing customer relationships, and assisting with product communications.

This position is fully remote and has a set schedule of Monday – Friday, 8:00 a.m. to 5:00 p.m. AZ.

PRIMARY DUTIES AND ACCOUNTABILITIES

Manage Customer Service Desk (30% of time)

Provide tiered support and technical troubleshooting via online help desk and phone support, distinguishing between platform-level (LMS) issues and third-party or course content (eLearning) issues.
Monitor, triage, and manage support tickets to ensure timely, high-quality responses.
Act as a liaison between customers and internal teams—especially product engineering—by clearly communicating user feedback, bugs, and feature requests.
Oversee ticket handoffs to the product team for more complex projects or bug fixes and follow through to resolution.
Assist with testing and validation of new releases, ensuring updates meet functional expectations before rollout.
Create templated responses and materials that streamline proactive customer outreach.

Execute Customer Onboarding, Maintain Knowledge Base and Support Tools (30% of time)

Lead onboarding sessions to guide new clients through initial setup, configuration, and LMS best practices.
Maintain and update user-facing documentation, knowledge base articles, and video tutorials to support ongoing learning and self-service.
Develop product defaults/templates based on customer use cases (i.e., eCommerce vs. employee compliance training).
Create training resources tailored to different user roles (admins, instructors, learners).
Identify gaps in training and support tools and proactively improve materials and processes.

Nurture Customer Relationships (25% of time)

Build trusted, long-term relationships with clients to support retention and account growth.
Conduct regular check-ins, business reviews, and satisfaction surveys to gauge customer health and identify upsell or renewal opportunities.
Advocate for customer needs internally while setting realistic expectations externally.
Support strategic customers with tailored success plans and ensure alignment with their learning goals.

Support Customer Communications & Product Marketing (15% of time)

In coordination with the product team, develop and manage customer-facing product communications, including release notes, feature announcements, and newsletters.
Assist with holding customer information webinars, related to introducing new features and growing adoption of new features.
Collaborate with marketing to craft clear, engaging materials related to new features that highlight product value.

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

Bachelor’s degree or equivalent years of experience
2+ years of experience in a Customer Success, Account Management, or Technical Support role, preferably in SaaS or EdTech
Excellent troubleshooting and problem-solving skills with the ability to explain technical concepts to non-technical audiences
Ability to communicate effectively to all levels of the organization
Strong project management and organizational abilities
A collaborative and customer-focused mindset
Must be flexible and adept at handling multiple priorities and meeting deadlines with minimal supervision
Must be a team player with strong relationship skills when working with fellow departments and customers

PREFERRED SKILLS (required for pay over $33/hour)

Experience with Learning Management Systems (e.g., TraCorp LMS, Cornerstone, Docebo, or proprietary 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
TIMEFRAME = Immediate opening
BENEFITS =
Paid short-term & long-term disability insurance
401K account after 6 months’ employment
80/20 split on health & dental insurance for employee
10-16 paid company holidays
5 paid sick days, per AZ state law or law where employee resides
10 days paid time off (80 hours)

HOW TO APPLY:

Selecting the Apply now button will prompt you to send us an email.
In order to be considered, you must include your resume and a brief description of your fit for the role. Please also notate the city and state where you reside, so we can confirm it is within our requirements.
This is your opportunity to display your written communication skills to us and to tell us about your experience. Feel free to also share a link to your LinkedIn profile.
Note: TraCorp is an E-Verify employer. Applicants must be authorized to work in the United States.

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