DescriptionCustomer Success Manager
Remote - United States
About the Role
The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard. This CSM role works primarily with personas using Blackboard LMS and, as such, requires specialized knowledge of the solution, B2B and government engagement, and relevant personas. This individual is accountable for the strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services. The CSM also assists account team members in identifying expansion (sales and services) opportunities.
The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, can confidently solve/triage Blackboard LMS adoption challenges, and is adept at driving activities that deliver exceptional value to customers in all phases of the lifecycle.
Responsibilities
- Developing strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
- Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positive
- Executing prescriptive playbooks based on customer need
- Developing an understanding of and responding to customer questions on the full Blackboard portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
- Conducting business reviews with customers to ensure progress on shared business objectives, including modernization
- Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback
- Promoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events, facilitating client opportunities to network, share, and learn from their peers
- Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
- Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Blackboard solutions
- Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
- Assisting the RSM and CRM in the renewal process, contributing strategic insights to maximize value and positioning in renewal discussions
- Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectives
- Executing tailored plans both internally and externally, and proactively providing next-step support, including:
- External: managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategies
- Internal: escalation, identifying and engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Blackboard business needs
- Acting as an information conduit from Blackboard and the industry to customers, ensuring customers are connected to the latest information on Blackboard products and services, resources, and higher education industry trends
- Driving advocacy in the form of references and success stories
- Maintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
- Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
- Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership
- Traveling as needed for onsite customer engagements and events, approximately 25 - 50% of the time
Required Skills and Experience
- 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; proactive and impactful communicator
- Strong project management skills
- Ability to work independently and to 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 effectively create, gather, and analyze reports, ability to use data to inform decision-making and develop action plans
- Ability to multitask and consistently perform under the pressure of deadlines and other demands
- Highly organized, task-oriented
- Ability to thrive in a fast-paced, results-oriented, collaborative environment
- Skilled in building deep relationships and connect with others authentically
- Proficiency with CRM and/or customer success software
- Ability to work with sales organizations in a matrix-model as new products are being introduced and sold in various regions, for various functions to business units within an institution of higher learning
- Experience managing a large-scale technology transition either at an educational institution or a company, from which applicable skills in project planning, stakeholder alignment, multi-team coordination, and executive progress communications were demonstrated
- 1+ years of experience working in the Blackboard LMS or with Blackboard customers
- Fluency in written and spoken English
Preferred Skills and Experience
- Advanced degree
- Experience working in a Customer Experience or Customer Success role at a Software-as-a-Service technology company
- 2+ years of experience developing courses in Blackboard as an admin or faculty member
The expected salary range for this position is $79,000 - $98,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location.
Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
