Customer Success Specialist

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the company’s

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly to serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

What it is:

As a Customer Success Specialist, you will serve as the primary contact for a portfolio of B2B clients after they go live with our Learning Management System (LMS). You'll support training administrators by guiding them through onboarding, product usage, and best practices. Your goal is to help our clients feel confident, supported, and successful—so they can focus on training their teams, not troubleshooting tech. You will also be responsible for identifying and delivering tailored solutions to meet each client’s unique training needs. Attention to detail and the ability to manage nuanced requests are essential to ensuring a high-quality customer experience.

What You'll Do:

• Ongoing Support & Relationship Management
• Serve as the day-to-day point of contact for a book of B2B clients.
• Work with clients to understand their organizational goals and provide tailored solutions to meet their specific training and compliance needs.
• Respond to inquiries via Salesforce case management with clarity, empathy, and efficiency.
• Collaborate with Technical Support, Implementation, and Product to resolve issues or escalate when necessary.
• Adoption & Engagement
• Monitor client activity and LMS usage to identify training opportunities.
• Proactively share tips, feature updates, and best practices to drive adoption.
• Customize your approach to each client to ensure solutions are aligned with their goals, staff size, and industry-specific requirements.
• Process & Team Support
• Maintain accurate client records in Salesforce.
• Demonstrate strong attention to detail when entering data, managing content, and communicating technical steps to clients.
• Document client interactions, troubleshooting steps, and resolution paths.
• Share insights and feedback with your manager to improve playbooks and customer journeys.

What You'll Need to be Successful:

• 1–3 years in a client-facing role (Customer Success, Account Support, or Training)
• Experience with LMS or EdTech platforms preferred
• Excellent communication, problem-solving, and organizational skills
• Keen attention to detail in all client interactions and system work
• Ability to assess client needs and deliver thoughtful, customized solutions
• Comfort using CRM tools like Salesforce and MS Office Suite
• Experience supporting professionals in banking, insurance, or regulated industries is a plus
• Bonus Points For understanding of compliance training
• Familiarity with eLearning course formats (SCORM, video, assessments)
• Prior experience working remotely with cross-functional teams

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!