Senior Customer Success Manager, Strategic Accounts

EnGen was founded in 2020, inspired by a moonshot mission to close a critical access gap: English proficiency is a foundational workforce skill for the 1 in 10 working-age adults in the U.S. who is an English learner. Yet the U.S. currently serves the needs of just 2% of this talent pool. The result is an access gap that limits economic mobility for individual workers, exacerbates staffing shortages for local employers, and stymies productivity and innovation for our economy.  

EnGen's mission is to connect workers, including English learners, with pathways to skills, credentials, and employment in high-demand industries. EnGen’s patented, award-winning English upskilling platform built based on decades of data and best practices from technology-mediated language instruction, adult education, and second language acquisition—and is optimized to serve the needs of working adults, including the estimated 13 million adult English learners currently in the U.S. workforce. 

Since launch, EnGen has rapidly scaled to enroll nearly 130,000 learners via partnerships with local government agencies in states like Colorado, Maine, and Michigan; forward-looking employers like Amazon, Chobani, Whole Foods Market, and Walmart; and community colleges and adult education programs in states across the country. 

Our results speak to the power of English upskilling to build future-ready workforces that drive business outcomes for employers: 94% of EnGen learners have improved their confidence in using English; 93% saved time at work; 92% improved their job skills; 90% have said their digital skills have improved; and 79% have achieved a real-world career goal like a pay raise or promotion as a result of EnGen. 

EnGen earned status as a Certified Public Benefit Corporation in 2021; we are committed to continuing to grow our results-driven platform to reach the 96% of adult English learners who are currently unable to access English instruction in the U.S. 

EnGen  is seeking an experienced and motivated Senior Customer Success Manager, Strategic Accounts to lead the success and satisfaction of a portfolio of EnGen’s largest and most strategic customers across the U.S. and Canada. In this role, you will serve as a trusted advisor and strategic partner to high-profile clients, helping them successfully upskill their multilingual workforce through EnGen’s platform and services.

You will own the full customer lifecycle, from onboarding through renewal, driving customer retention, engagement, expansion opportunities, and measurable customer outcomes. The ideal candidate is a relationship builder, strategic thinker, and customer advocate who thrives in a fast-paced, mission-driven environment.

Working cross-functionally with Sales, Product, Operations, Coaching, Marketing, and Data teams, you will deliver exceptional customer experiences, align solutions to customer goals, and help clients maximize the value and impact of their partnership with EnGen.

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  Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success.

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  Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals.

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  Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one.

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  Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies.

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  Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience.

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  Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance.

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  Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities.

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  Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness.

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  Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references.

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  Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes.