Senior Customer Success Manager

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Anthology Inc

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2023-01

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.

📋 Description

• Leading the development and execution of strategic account plans to ensure customer objectives are achieved and value from Blackboard solutions is maximized • Serving as a trusted advisor to senior and executive stakeholders, guiding customers on best practices, adoption strategies, and long-term success • Driving product adoption and value realization across Blackboard solutions, using data and insights to inform engagement • Partnering closely with Sales to identify, shape, and support expansion opportunities, contributing to growth and retention outcomes • Playing a key role in renewal strategy and execution, ensuring alignment on value and positioning for successful outcomes • Providing strategic guidance and recommendations to help customers solve complex challenges and achieve institutional goals • Proactively monitoring customer health, identifying risks, and leading mitigation strategies for at-risk accounts • Acting as the primary point of coordination across internal teams, ensuring alignment and effective delivery for the customer • Influencing internal stakeholders to drive improvements in customer experience, product adoption, and service delivery • Maintaining a high level of expertise across Blackboard solutions to support value-driven, outcome-focused conversations • Managing and maintaining accurate account plans, activities, and customer data within systems such as Salesforce and Planhat • Supporting customer engagement through community participation, events, and strategic programmes • Representing Blackboard as a trusted partner and building strong relationships across customer organisations

🎯 Requirements

• 7–10 years of experience in Customer Success, Account Management, or related customer roles within a SaaS environment • Demonstrated experience managing complex or high-value customer accounts • Strong track record of driving customer outcomes, retention, and growth • Excellent communication and presentation skills, with the ability to engage effectively with executive stakeholders • Strong commercial awareness and ability to contribute to renewal and expansion strategies • Advanced problem-solving, critical thinking, and strategic planning capabilities • Ability to work independently while collaborating effectively across a matrixed organisation • Highly organised with the ability to manage multiple priorities and competing demands • Strong emotional intelligence and relationship management skills • Experience working with CRM and Customer Success platforms such as Salesforce and Planhat • Fluency in written and spoken English.

🏖️ Benefits

• 30-50% travel required • Work remotely from England or Scotland