Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Propel retention and expansion within Kaplan North America’s mid-tier supplemental education account portfolio, collaborating closely with sales leadership.

• Formulate strategic account plans and identify, alongside partners, opportunities for cross-selling and upselling.

• Oversee renewals for designated accounts through a structured cadence of emails and calls.

• Deliver customer support to senior leadership stakeholders and cultivate cross-functional relationships.

• Engage in proactive outreach, offering industry-specific insights that connect trends to Kaplan offerings.

• Monitor and report on account health and risks, aiding in the accuracy of sales forecasts.

• Execute relationship-management processes for mid-revenue supplemental accounts.

• Act as the principal point of contact for stakeholders within the portfolio.

• Create customized engagement plans aimed at retention, revenue growth, and potential for cross-selling and upselling.

• Ensure the smooth delivery of customer contracts while identifying additional product opportunities.

• Review accounts to pinpoint risks and opportunities, offer feedback, and implement mitigation strategies.

• Collaborate with sales teams to execute account growth strategies, leveraging knowledge of Kaplan products and services.

• Utilize customer surveys, interviews, CRM, and LMS data to evaluate engagement and uncover new opportunities.

• Monitor partner engagement metrics and make data-driven adjustments to enhance revenue growth and customer satisfaction.

⛳️ Requirements

• Bachelor’s Degree in Business or a related field, or an Associate’s Degree accompanied by four years of experience.

• Over 4 years of experience in customer experience, account management, or program management with a substantial portfolio of accounts.

• Proficiency in process management.

• Strong attention to detail.

• Expertise in customer relationship management.

• Capable of strategic analysis.

• Experience in cross-functional collaboration.

• Familiarity with matrix management.

• Exceptional presentation skills.

• A Master’s Degree or MBA is preferred.

🏝️ Benefits

• Remote work offers a flexible work/life balance.

• Comprehensive Retirement Package with automatic enrollment in The Company Contribution Plan (8-10% annual company contribution based on tenure).

• Gift of Knowledge Program providing tuition assistance and significant discounts for employees and their close family members.

• Comprehensive health benefits; eligibility for new hires starts on day 1 of employment.

• Generous Paid Time Off including paid holidays, vacation, personal days, sick leave, one volunteer day, and one diversity and inclusion day.

• Supportive and rewarding work environment.

• Commitment to equal opportunity employment.

• Drug-free workplace.