Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Anthology journey, focusing on success and retention by engaging with customers to understand their goals and create plans that achieve partnership objectives.

In Short

• Develop strong relationships with customers to meet 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 needs.
• Respond to customer questions on the full Anthology portfolio of products and services.
• Conduct partnership reviews to ensure progress on shared business objectives.
• Take action on customer sentiment information from surveys and feedback.
• Promote customer engagement in the online Anthology Community and events.
• Work with Marketing to organize webinars and events for customers.
• Assist Regional Sales Managers with cross-sell and upsell opportunities.
• Serve as an internal advocate for the customer to achieve their business objectives.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 5 years of experience in Higher Education or Customer Success.
• Strong customer-service focus and excellent communication skills.
• Strong project management skills.
• Ability to work independently and identify emerging challenges.
• Proven track record in managing accounts and developing customer relationships.
• Well-developed problem-solving and critical thinking skills.
• Ability to analyze reports and use data for decision-making.
• Ability to multitask and perform under pressure.
• Fluency in written and spoken English.

Benefits

• Opportunity to work in a diverse and inclusive workforce.
• Support for professional development and career growth.
• Engagement in meaningful work within the education sector.
• Flexible working environment.
• Involvement in a global EdTech ecosystem.