Customer Success Manager (Sana)

Join Sana, a leading provider of AI-powered learning solutions. As a Customer Success Manager, you will work with top organizations to ensure they achieve meaningful outcomes from their investment in Sana Learn. You will own customer outcomes, drive adoption and value realization, act as a strategic partner, maintain visibility across the customer journey, drive retention and growth, and contribute to how we scale. This role requires a strong focus on outcomes, experience in customer success or consulting, and the ability to thrive in an ambiguous environment.

• Assurer l'adoption, l'engagement et la valeur à long terme des clients utilisant Sana Learn.
• Définir des plans de succès, des indicateurs clés de performance et des résultats mesurables alignés aux objectifs des clients.
• Diriger les conversations avec les clients pour définir ce à quoi ressemble le succès et comment l'atteindre.

• You are comfortable operating in ambiguity and solving open-ended problems
• Able to move from strategy to execution
• We are looking for individuals who thrive in fast-moving, ambiguous environments and are motivated by building and improving how things work
• You are naturally curious and always seeking to learn
• Strong candidates often come from one of the following backgrounds:
• Focused on outcomes and impact, not just activity
• Implementation or Transformation Roles: Experience driving large-scale change, adoption, or system rollouts within enterprise organizations

Regardless of background, you are:

• Comfortable operating with ownership and autonomy
• You are energized by learning, AI, and driving change in organizations
• You have an entrepreneurial mindset and enjoy building and improving how things work
• You collaborate effectively and influence without authority
• Consulting or Strategy: Experience solving ambiguous problems and working directly with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• You are impact-driven and focused on outcomes, not activity
• Enterprise Customer Success: High-performing CSMs who have driven adoption, value, and expansion in complex B2B SaaS environments
• A builder who improves systems, not just follows them
• 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Experience working with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• Experience working with enterprise customers
• Outcome focused
• Ability to thrive in an environment with limited playbooks
• Experience with incorporating AI into client workstreams
• Implementation experience of a SaaS product
• Experience driving adoption with measurable customer outcomes
• This role requires working out of the Sana NYC office 3 days a week