Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard.

In Short

• Develop strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard.
• Implement account engagements to ensure business objectives are met and customer sentiment is positive.
• Execute prescriptive playbooks based on customer need.
• Respond to customer questions on the full Anthology portfolio of products and services.
• Conduct partnership reviews with customers to ensure progress on shared business objectives.
• Act on customer sentiment information such as surveys and feedback.
• Promote customer engagement in the online Blackboard Community.
• Work with Marketing to deliver engaging webinars and on-campus events.
• Assist Regional Sales Managers with opportunities for cross-sell and upsell.
• Serve as an internal advocate for the customer.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 5 years of related experience in Higher Education, Customer Experience, or Education Technology.
• Strong customer-service focus and ability to communicate with empathy.
• Excellent oral and written communication skills.
• Strong project management skills.
• Ability to work independently and respond to emerging challenges.
• Proven track record of managing accounts and developing strong customer relationships.
• Well-developed problem-solving and critical thinking skills.
• Ability to analyze reports and use data for decision-making.
• Fluency in written and spoken English.

Benefits

• Competitive salary range of $79,000 - $90,800.
• Opportunities for professional growth and development.
• Work in a dynamic and collaborative environment.
• Engagement with diverse institutions and communities.
• Flexible work arrangements with remote options.