Customer Success Specialist
1 Remote
Financial Services – Operations /
Full Time /
Remote
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.
OnCourse Learning, a Colibri Group Brand, empowers individuals and financial institutions to grow through comprehensive enterprise compliance, risk management, and professional development education.
With a consultative approach, a flexible, purpose-built learning management platform, and over 600 effective and engaging courses, OnCourse Learning ensures career success while minimizing and mitigating compliance risk. You gain education and certification while your institution efficiently manages complexity, change, and growth.
For the past 40 years, OnCourse Learning has partnered with over 10,000 enterprise customers and helped over 300,000 mortgage and insurance professionals begin and advance their careers.
OnCourse Learning takes eLearning to the next level by delivering personalized learning experiences and engaging educational content. Our learning, subject matter, and compliance experts continuously monitor regulatory changes and update courses to provide compliance and professional development education that resonates.
Position Overview:
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:
- 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.
- 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.
- 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.
Adoption & Engagement
Process & Team Support
What You'' 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
- 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!
