Client Success Manager

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

📋 Description

• Drive retention and expansion within Kaplan North America’s mid-tier supplemental education account portfolio.

• Collaborate closely with sales leadership to identify and pursue opportunities for cross-selling and upselling.

• Manage the renewal cycle for assigned accounts through structured email and call outreach.

• Implement processes for relationship management that promote trust and loyalty.

• Serve as the primary contact for stakeholders within the portfolio.

• Develop and implement customized engagement plans aimed at retention, revenue growth, and cross-sell and upsell opportunities.

• Ensure the smooth delivery of customer contracts and pinpoint additional product opportunities.

• Conduct account reviews to uncover risks and opportunities.

• Provide actionable insights to the sales team and customer engagement directors.

• Execute risk mitigation strategies as necessary.

• Work in tandem with sales personnel to create and implement account growth strategies.

• Gather and utilize partner feedback for cross-selling, upselling, engagement planning, and product development.

• Leverage customer surveys, interviews, CRM, and LMS data to evaluate account engagement scores.

• Enhance engagement plans based on partner feedback and performance metrics.

• Monitor partner engagement metrics, including rates for cross-selling and upselling.

• Make data-driven adjustments to boost revenue growth and enhance customer satisfaction.

• Monitor and report on account health and associated risks.

• Contribute to the accuracy and clarity of sales forecasting.

• Provide proactive outreach and insights specific to the industry, linking vertical trends to Kaplan offerings.

⛳️ Requirements

• Bachelor's Degree in Business or a related field, or an Associate’s Degree combined with four years of relevant experience.

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

• Strong process management skills.

• Keen attention to detail.

• Proficient in customer relationship management.

• Capable of strategic analysis.

• Effective cross-functional collaboration skills.

• Experience with matrix management.

• Excellent presentation abilities.

• Familiarity with Kaplan North America products and services.

• Proficient in utilizing customer surveys, interviews, CRM, and LMS data.

• A Master’s Degree or MBA is preferred.

🏝️ Benefits

• Remote work options provide a flexible work/life balance.

• A comprehensive retirement package with automatic enrollment in The Company Contribution Plan (8-10% annual company contribution based on tenure).

• Tuition assistance and significant discounts for employees and their close family members through the Gift of Knowledge Program.

• Comprehensive health benefits with eligibility for new hires starting on day 1 of employment.

• Generous paid time off, including holidays, vacation, personal, and sick leave.

• One designated volunteer day.

• One day dedicated to diversity and inclusion.

• A supportive and rewarding work environment.