Client Success Manager

Client Success Manager: 
We are looking for a Client Success Manager to join our team. 

Rustici Software makes eLearning standards based software. Our software is responsible for launching and tracking standards based online learning for millions of learners. You would join a team that guides the evolution of learning technology software products used worldwide. We are a remote/in-office hybrid company located in Franklin, TN. While we strongly prefer local candidates for this role, we are open to qualified remote candidates residing in the United States.  

We've got a great problem, our client list is growing quickly and we're looking for someone to help us continue to foster relationships with clients. Our customers range from LMS providers and Content Publishers to Corporate and Government accounts, and everywhere in between.  Working with us means you'll have the chance to interact with a wide variety of clients all over the world. 

Our ideal candidate has: 

• A passion for developing relationships — extroverts might be best, but we have some really talented introverts that work here too.  
• The ability to move fast — we have a lot of clients for you to get to know. Just how many can you create meaningful relationships with in a day? A week? A month?! 
• Excellent communication skills — this is a no brainer. You'll be contacting our clients via email and video conferences everyday. Be able to communicate yourself and your ideas clearly and concisely.  
• Stellar organizational skills — you'll be in contact with a lot of contacts and contracts on a daily basis but the key is keeping your ducks in a row. 
• Comfortable getting uncomfortable — our products and the problems they solve can take some time to understand, software and technology change quickly.   
• An endless curiosity — the way to learn more about the details of our clients or our software comes from asking the next question. 

What you'll do 

The right person for this position is someone willing to jump right in and get to know our customers. As a Client Success Manager, you'll get to understand what problems we help solve, discover if we can help solve more complex and different problems, and most importantly, ensure that our customers are delighted to work with us. We're mainly responsible for keeping and growing our current client base.  We won't ever tell you how to manage your clients. We're looking for someone who can bring their expertise and personality to help us serve our clients best.  

While the products and services we sell are incredibly technical (we do specialize in eLearning system interoperability, after all), we don't expect this person to know how to code or understand the technical nuances of javascript. We do, however, expect that the right person for us has an understanding of software products and how to communicate complex technical solutions to our highly technical customers. Yes, we said technical a lot there – it is key to the problems we help our clients solve.   

You'll spend your time learning about our customers, how they are using our software, renewing their existing relationship, and finding new ways to grow the ways help them solve problems. Some people might call this role a farmer, growing seeds with our clients over time. 

About our work 

Every day, millions of people around the world access valuable learning and training content powered by Rustici Software's products. If you've ever taken an online course, there's a good chance our software was running behind the scenes. We specialize in helping software vendors and organizations solve problems specific to implementing eLearning standards, such as SCORM, xAPI and cmi5. Since 2002, we've been sharing our expertise with our customers and the industry by providing resources for creating, delivering and distributing eLearning content. We are proud to be known as the “SCORM folks,” “eLearning nerds” and most recently, catapulting the learning industry into newer standards.  

There's plenty of opportunity to play and socialize with coworkers. On any given day you will find a group of people playing some kind of game, whether they are in the office or remote. If games aren't your thing, then don't fret. You will still find interesting conversations to be had such as; debating the sandwichness of a meal or the price of a fully articulated giraffe skeleton. 

About the team 

We currently have four Client Success Managers (you might sometimes hear us refer to them as Account Managers) responsible for hundreds of clients, with new ones coming on everyday. We are looking to expand on our success and grow the team. You will have an opportunity to help shape our approach to client success/account management. 

How we're different 

Rustici Software isn't your average hybrid workplace. There's a reason why we have been named Best Place to Work by Nashville Business Journal for 14 years. Over the last 20 years, we've created a unique environment where people want to work and look forward to Monday. We strive not to be static. We desperately want to grow, change, and do our work better year over year. This is your chance to work with a group of people that want you to be opinionated about the work we do and how we do it. You won't always win the arguments we participate in, but you'll know that we deeply value your input and that your coworkers are as passionate as you.   
 
 
 

Rustici benefits 

We also take great care of the people who work here, and our benefits are unrivaled. 

• Flexible work environment: Rustici Software offers the best of all worlds when it comes to where you work. Remote from your home office, an office in Franklin, TN if you prefer, or a mix of both. We care more about the work that you do than where you do that work. 
• Unlimited vacation time 
• Medical, Dental and Vision insurance 
• HSA and FSA plans 
• Company paid life insurance 
• 401k/Retirement vesting and matching on day one 
• Performance-based bonuses 
• Voted a Best Place to Work in Nashville for 14 years running 
• Quarterly Jenafits to use toward things like gym memberships, massages, car detailing and house cleaning 
• Office perks: Concierge services, gym equipment, yoga room and stocked kitchen with snacks and drinks 

How to apply 

Check out “An Open Letter” from our Managing Director, Tammy Rutherford. It says a lot about what you need to know before applying to this job. You will also want to spend some time on our website, learn how we think, what we do, and why we have been named a Best Place to Work by Nashville Business Journal for 14 years. Get to know us if you want us to get to know you. 

In your cover letter, please make sure that you share with us what makes you the right person for this job and that you want to work here, not just somewhere

Each time we hire, we wait until we find exactly the right person. If that's you, we really hope you'll apply. 

Tags