Case Study: Skilljar achieves 65% time savings and complete customer-health visibility with ClientSuccess

Skilljar Recaptures 65% Time Savings with ClientSuccess and Gains Complete Visibility into Customer Health at a Glance

Skilljar, a Seattle-based Learning Management System (LMS), needed a better way to track customers across lifecycle stages and move from a reactive to a proactive customer success model. Customer Success Leader Molly Barber was manually maintaining engagement and product-usage metrics in disparate Excel spreadsheets (taking 3+ hours per week), which made it difficult to scale, track renewals and upsells, and spot less vocal at-risk customers. Skilljar selected ClientSuccess’s customer success management software (including the ClientSuccess Pulse feature) to centralize health, usage, and engagement data.

ClientSuccess delivered a single-pane dashboard, standardized account processes, and automated reminders/tasks that made customer health visible at a glance. As a result, Skilljar cut account update time from 10–15 minutes to 3–5 minutes (allowing all customers to be updated in about 1.5 hours), a 65% time savings, enabling the team to focus on onboarding, adoption, and revenue-driving activities. ClientSuccess also made it easier to identify at-risk accounts and upcoming renewals, improving scalability and overall customer success outcomes.

Skilljar

Molly Barber

Customer Success Leader