Sr. Account Manager, Customer Success

Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.

Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.

Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay’s customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years. 

Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity.

Recent accolades include recognition by Fast Company’s World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories as well as the Built-In Best Places to Work in Austin award.

Interplay celebrates a year of accomplishments and what's next for 2024.

Awards & Recognition: 

• Backed by best-in-class VC’s, we are positioned for exciting growth
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024
• Prestigious 2020 Innovation Award for SkillMill, our software platform
• Best in Business gold medal from Inc. Magazine in 2020
• Recognized by the Bill & Melinda Gates Foundation for our contribution to accelerating education innovation on our proprietary VOLT engine
• Virtual Reality is the next “Smartphone,” VR breakthrough has begun at the enterprise level

Position: Senior Account Manager, Customer Success

Senior Account Managers (SAM) on the Customer Success team are core to the ongoing success of Interplay’s mid-market customers. Our SAMs support Interplay’s portfolio of mid-market customers once implementation and onboarding is completed in a variety of ways including support with platform utilization, communications about product updates, renewals,  and expansions. 

This role is perfect for a person who is experienced in Customer Success, thrives in ambiguity, loves creative problem-solving individually and with a team, and wants to make an impact at a rapidly growing SaaS start-up.

Candidates local to Austin preferred (fully remote with option to work hybrid). However, we will consider 100% remote candidates!

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Passionate, collaborative team 
• Drive business growth and customer loyalty
• Innovative product - EdTech, VR, AI

What you’ll do:

• Manage a mid-market book of business spanning various trade industries including HVAC, Plumbing, Electrical, Facilities Maintenance, and Multi-Family, ensuring a high level of customer satisfaction and retention.
• Proactively identify, forecast, and close expansion opportunities within your book of business 
• Cultivate relationships and buy-in across stakeholders, including champions, decision makers/buyers, IT, and learners (e.g. users)
• Provide customers with expert strategic advising to maximize product offerings, in alignment with customer goals, including annual success plans
• Conduct outreach and data driven check-ins with current customers to support product adoption, including business reviews
• Monitor customer usage and account health to proactively identify and mitigate at risk customers - and celebrate customer successes
• Provide regular updates to management on account status, potential risks, and expansion opportunities. 
• Leverage customer feedback to identify opportunities for product or customer support improvement.
• Work closely with cross-functional teams, including sales and marketing, to provide seamless service d