Senior Engagement Manager, Client Success

📋 Description

• • Stepful is at the forefront of revolutionizing allied healthcare training, making high-demand careers accessible to individuals from all backgrounds through affordable, online, instructor-led, and AI-supported programs. We are dedicated to building talent pipelines for leading healthcare institutions nationwide, addressing the critical shortage of healthcare workers. Our success is underscored by significant backing from prominent investors like Y Combinator, Reach Capital, and AlleyCorp, and a recent $31.5M Series B funding round led by Oak HC/FT. Recognized by TIME as the #1 EdTech company in the U.S. for 2025, Stepful is committed to improving access to quality healthcare and empowering individuals with lucrative career opportunities.
• • As a Senior Engagement Manager on our Client Success team, you will play a pivotal role in nurturing and expanding our partnerships with key enterprise clients. Your primary responsibility will be to oversee a dedicated portfolio of Stepful for Business clients, ensuring the successful delivery and adoption of our innovative healthcare training programs. This role is crucial for driving key commercial outcomes, including securing contract renewals and identifying opportunities for program expansion within client organizations.
• • You will act as the main point of contact for your assigned clients, cultivating robust relationships built on trust and a deep understanding of their unique talent acquisition and development needs. By serving as a strategic thought partner, you will guide clients in leveraging Stepful's offerings to achieve their overarching talent goals and address critical workforce challenges.
• • A core aspect of your role involves developing and meticulously managing comprehensive delivery plans for Stepful's programs. This requires close collaboration with various internal teams, including instructional design, technology, and student support, to guarantee exceptional learning outcomes and consistently high levels of client satisfaction. You will be instrumental in ensuring that our programs not only meet but exceed client expectations.
• • You will be tasked with diligently monitoring a range of critical program metrics. This includes tracking commercial indicators such as seat activations and user engagement, as well as key learning outcomes that demonstrate the efficacy of our training. Proactive identification and swift resolution of any issues that could potentially impact these metrics will be essential for maintaining program integrity and client confidence.
• • A significant part of your responsibility will be to own the contract renewal process for your client portfolio. Simultaneously, you will be expected to proactively identify and pursue expansion opportunities, working closely with our sales team where appropriate to deepen our engagement and value proposition within each client account.
• • Translating complex client needs into clear, actionable account strategies will be a key deliverable. You will develop and articulate success roadmaps that align Stepful’s commercial objectives with the client's strategic talent acquisition and development goals, ensuring a mutually beneficial partnership.
• • To truly excel, you will strive to become an indispensable, trusted advisor to your clients. This involves gaining a profound understanding of their business context, offering insightful thought partnership, and championing the delivery of key initiatives that solidify Stepful's position as their most valued and strategic partner in workforce development.
• • You will serve as a vital client advocate within Stepful, channeling client feedback and insights to internal teams. This feedback loop is critical for driving continuous improvement in our solutions, operations, and overall service delivery, ensuring we consistently evolve to better meet the needs of our employer partners.
• • This role demands a blend of strategic thinking and hands-on execution, requiring you to operate effectively at both the macro and micro levels. You will be expected to analyze data, track progress against goals, and leverage these insights to inform decision-making and drive successful client outcomes. Your ability to communicate complex information clearly and persuasively, both verbally and in writing, will be paramount in building and maintaining strong client relationships.