Customer Success Manager

Job Description About Aims Digital Aims Digital designs digital learning experiences that immerse, educate, and transform. With over two decades serving 100+ companies (including several Fortune 500), Aims delivers custom eLearning, rapid course authoring, immersive content, legacy content modernization, mobile learning, gamification, and visual presentations. Their USP lies in combining speed, cost-effectiveness, and strong instructional design while aligning learning solutions with business outcomes. Position: Customer Success Manager Location: Pune (Full-time, Work from Office) Role Overview As Customer Success Manager, you will be accountable for both customer partnership and delivery excellence. This role requires balancing strategic account growth with flawless execution, ensuring that every client engagement delivers measurable business outcomes. You will act as a trusted advisor to clients, shaping their digital learning strategies, while also driving delivery standards, revenue recognition, and operational success within Aims Digital. By combining customer advocacy, solutioning, and delivery leadership, you will directly influence client satisfaction, retention, and organizational growth. Key Responsibilities Customer Partnership & Growth - Build and expand long-term client relationships, positioning Aims Digital as a strategic learning partner. - Engage with CXO and senior stakeholders to understand business priorities, learning needs, and success criteria. - Translate requirements into impactful learning programs aligned with measurable outcomes. - Identify upselling and cross-selling opportunities, aligning Aims Digital's capabilities with evolving client goals. - Strengthen trust through proactive engagement, thought leadership, and consistent value delivery. Delivery Leadership & Oversight - Lead end-to-end execution of diverse digital learning initiatives, ensuring delivery aligns with client expectations, budgets, and timelines. - Balance quality, speed, and cost-effectiveness to maximize impact while meeting commercial objectives. - Anticipate risks, resolve delivery challenges, and maintain strong governance across programs. - Leverage delivery insights to guide clients strategically, shaping future engagements and improving outcomes. Domain Expertise & Innovation - Apply deep understanding of the learning domain to design and deliver solutions that resonate with organizations and learners. - Stay current on industry trends, including AI and emerging digital learning technologies, and advise clients on innovative applications. - Encourage delivery teams to adopt forward-looking approaches that make solutions scalable, impactful, and future-ready. Leadership & Collaboration - Lead, mentor, and inspire customer success and delivery teams, fostering a culture of client-centricity, ownership, and accountability. - Collaborate with Sales, Instructional Design, and Product teams to ensure offerings are market-relevant and delivery-ready. - Serve as the client's voice within Aims Digital, ensuring feedback drives continuous improvement across solutions and processes. Success Metrics - Revenue Recognition & Booking Targets: Deliver against quarterly and annual revenue recognition goals; ensure accuracy and alignment with finance objectives. - Client Retention & Expansion: Sustain high retention rates while growing existing accounts through strategic engagement and consultative upselling. - Growth Contribution: Achieve booking targets by expanding ongoing accounts and supporting new business through successful delivery. - New LoB Opportunities: Identify and seed new Lines of Business (LoBs) within decentralized learning organizations as part of long-term growth. - Delivery Excellence: Consistently meet client satisfaction benchmarks, delivery quality standards, and project/program success metrics. Required Skills & Qualifications - Excellent communication and strong command over language. - 7-8 years of experience in eLearning / digital learning with strong exposure to both delivery leadership and customer success roles. - Proven expertise in managing enterprise accounts, driving consultative growth, and ensuring delivery excellence. - Strong business acumen with the ability to connect learning strategies to client impact and organizational objectives. - Deep understanding of the learning domain, with awareness of AI applications and digital innovation. - Exceptional communication, negotiation, and stakeholder management skills. - Demonstrated success in leading large teams, managing complex programs, and delivering measurable results. What You'll Get - A leadership role that combines client success with delivery oversight for global enterprises. - Opportunity to shape digital learning strategies that leverage innovation and business impact. - A culture that values curiosity, innovation, rapid execution, and client partnership. - Competitive compensation with a clear path to senior executive leadership.