Client Success Manager

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Kaplan Test Prep

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1938

💼 Consulting

🏥 Healthcare

📚 Education

Consulting • Healthcare • Education

Kaplan Test Prep is a leading provider of educational services, offering test preparation courses for a wide range of standardized exams. These include college admissions tests like the ACT and SAT, graduate school exams such as the GMAT, GRE, and LSAT, and professional licensing exams in fields like healthcare and law. Kaplan emphasizes realistic practice with custom-built study plans, performance tracking, and personalized support to help students achieve their desired test scores. With a focus on comprehensive educational resources and expert guidance, Kaplan is dedicated to helping students gain admission to their chosen schools and succeed in their careers.

📋 Description

• Drive retention and growth within Kaplan North America’s mid-tier supplemental education account portfolio • Partner closely with sales leadership to identify and pursue cross-sell and upsell opportunities • Manage the renewal cycle for assigned accounts through email and call cadences • Implement relationship-management processes that foster trust and loyalty • Act as the primary point of contact for portfolio stakeholders • Develop and deploy tailored engagement plans focused on retention, revenue growth, and cross-sell and upsell potential • Ensure seamless delivery of customer contracts and identify additional product opportunities • Conduct account reviews to identify risks and opportunities • Provide actionable feedback to the sales team and customer engagement directors • Implement risk mitigation plans as needed • Collaborate with salespeople to develop and execute account growth plans • Solicit and leverage partner feedback for cross-sell, upsell, engagement planning, and product development • Use customer surveys, interviews, CRM, and LMS data to assess account engagement scores • Refine engagement plans using partner feedback and performance metrics • Track partner-engagement metrics, including cross-sell and upsell rates • Make data-driven adjustments to improve revenue growth and customer satisfaction • Monitor and report account health and risk • Contribute to sales forecasting clarity and accuracy • Provide proactive outreach and industry-specific insights linking vertical trends to Kaplan offerings

🎯 Requirements

• Bachelor's Degree in Business or related field, or Associate’s Degree with four years of experience • 4+ years of experience working in customer experience, account management, or program management with a large portfolio of accounts • Process management • Attention to detail • Customer relationship management • Strategic analysis • Cross functional collaboration • Matrix management • Excellent presentation skills • Knowledge of Kaplan North America products and services • Ability to use customer surveys, interviews, CRM, and LMS data • Master’s Degree or MBA preferred

🏖️ Benefits

• Remote work provides a flexible work/life balance • Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure) • Tuition assistance and substantial discounts for employees and close family members through the Gift of Knowledge Program • Comprehensive health benefits with new hire eligibility starting on day 1 of employment • Generous Paid Time Off including paid holidays, vacation, personal, and sick paid time-off • One volunteer day • One diversity and inclusion day • Supportive and rewarding work environment