Client Success Manager – Business & Government

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $79k - $98k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Develop strong customer relationships focused on achieving business goals using Blackboard • Develop and implement account engagements to meet business objectives, achieve modernization, and maintain positive customer sentiment • Execute prescriptive playbooks based on customer needs • Advise customers on the Blackboard product and services portfolio, value propositions, challenges addressed, and support models • Conduct customer business reviews covering shared objectives and modernization progress • Act on surveys, NPS responses, and customer feedback • Promote engagement in the Blackboard Community and virtual/in-person events • Partner with Marketing to organize webinars and on-campus customer events • Connect customers with best-practice resources, recommendations, feedback sessions, and research projects • Assist Regional Sales Managers and regional leadership with cross-sell, upsell, and expanded-services opportunities • Support renewals by contributing strategic insights to maximize value and positioning • Advocate internally for customers and drive support or organizational change as needed • Manage customer experiences externally and coordinate internal escalations, subject-matter experts, and issue-resolution meetings • Communicate Blackboard and industry information, product updates, resources, and higher-education trends to customers • Drive customer advocacy through references and success stories • Maintain records of contacts, engagements, workflows, health scores, and risk assessments in the company CSP • Build relationships across customer organizations, including C-suite institutional leadership • Travel approximately 25–50% for onsite customer engagements and events

🎯 Requirements

• Bachelor’s degree or equivalent work experience • At least 5 years of related experience in Sales, Customer Experience, Customer Success, Account Management and/or Education Technology serving the B2B and/or Government sector • Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism at all times • Excellent oral and written communication skills • Strong project management skills • Ability to work independently and proactively identify and respond to emerging challenges and changing conditions • Proven track record of successfully managing accounts and developing strong customer relationships with all levels of an organization • Well-developed problem-solving and critical thinking skills • Ability to create, gather, and analyze reports and use data to inform decision-making and develop action plans • Ability to multitask and perform under deadline pressure • Highly organized and task-oriented • Ability to thrive in a fast-paced, results-oriented, collaborative environment • Skilled in building deep relationships and connecting with others authentically • Proficiency with CRM and/or customer success software • Ability to work with sales organizations in a matrix model across regions and institutional business units • Experience managing a large-scale technology transition, demonstrating project planning, stakeholder alignment, multi-team coordination, and executive progress communications • 1+ years of experience working in the Blackboard LMS or with Blackboard customers • Fluency in written and spoken English • Preferred: advanced degree • Preferred: experience in a Customer Experience or Customer Success role at a SaaS technology company • Preferred: 2+ years of experience developing courses in Blackboard as an admin or faculty member • Legally authorized to work in the country where the role is based; no visa sponsorship or immigration support