Customer Success Manager

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October 28

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Harvard Business Review

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Education • Media • Non-profit

Harvard Business Review is a globally recognized provider of management thinking and organizational best practices. As an affiliate of Harvard Business School, it operates as a not-for-profit organization under Harvard Business Publishing. Through its flagship magazine, books, digital content, and educational tools, Harvard Business Review empowers professionals by delivering rigorous insights and innovative solutions that enhance leadership and organizational performance.

201 - 500 employees

Founded 1922

📚 Education

📱 Media

🤝 Non-profit

📋 Description

• Serve as a primary regional advisor to educators, administrators, and institutional stakeholders to ensure successful adoption and ongoing usage of HBI products and services. • Lead tailored product demonstrations, debriefs, and training sessions for individuals and groups of customers and prospects to support educational objectives. • Oversee the implementation of new B2B customers, including high-touch onboarding, system configuration, and usage reporting, ensuring a premium experience for high-value accounts. • Develop and maintain deep knowledge of the HBI’s active learning pedagogy and product suite—including digital products, Admin tooling, partner LMS platforms, and more—and use that expertise to drive growth across the region. • Showcase HBI’s active learning approach and effectively connect product recommendations to educator and institutional objectives. • Leverage in-depth knowledge of simulations and eLearning products to drive cross-sell and upsell opportunities and guide faculty in selecting the most effective course content. • Serve as a technical lead for LMS integrations, applying deep knowledge of standards (e.g., LTI 1.3 and LTI Advantage) to guide institutional partners through successful implementation. • Provide responsive support to customers across Europe and the Middle East, managing Zendesk and JIRA case resolution in alignment with HBI’s service standards and SLAs. • Escalate and document issues through established channels to ensure timely resolution by Product and Engineering teams. • Support regional workshops – in person and virtually – for premium customers, providing serving as subject matter expert for faculty, facilitators, and institutional stakeholders. • Support the growth of HBI’s faculty advisor program by driving regional participation and cultivating faculty relationships, helping to build a strong and sustainable enablement infrastructure across the region. • Collaborate with Sales and cross-functional teams to drive regional growth through strategic account planning, customer engagement, and special projects that drive scalability, efficiency, product innovation, and growth. • Track and report on key customer success metrics and delivery KPIs to monitor impact and drive continuous improvement. • Leverage tools such as Tableau, Salesforce, Zendesk, and AI-powered platforms to streamline workflows and enhance efficiency.

🎯 Requirements

• 5+ years in customer success, onboarding, project management, or implementation—preferably in SaaS, EdTech, or B2B. • Exceptional verbal and written skills; confident presenter able to engage diverse stakeholders from faculty to leadership. • Must be fluent in English and Spanish. • Highly organized, self-directed, and tech-savvy. • Proficient in Salesforce, Zendesk, Microsoft Office, and virtual collaboration tools (Webex, Zoom). • Passion for customer experience, proactive problem-solving, and continuous learning. • Comfortable with ambiguity and fast-paced environments. • Flexible team player with experience in matrixed, cross-functional settings. • Curious about emerging technologies, educational trends, and best practices in customer success. • Willing to travel 10–15% annually across Europe and the Middle East.

🏖️ Benefits

• N/A