Client Success Manager – Business & Government

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

📋 Description

• Cultivate robust customer relationships focused on ensuring success with Blackboard.

• Create and execute account engagements that fulfill business goals, achieve modernization, and uphold positive customer sentiment.

• Implement prescriptive playbooks tailored to customer requirements.

• Address customer inquiries regarding Blackboard products and services, including their value propositions, solutions offered, and support options.

• Conduct business reviews to evaluate shared objectives and monitor modernization progress.

• Respond to customer sentiment through surveys, NPS feedback, and overall customer insights.

• Encourage participation in the Blackboard Community and at Blackboard-hosted virtual and in-person events.

• Collaborate with Marketing to organize, plan, and execute webinars and on-campus events.

• Connect customers with best-practice resources, recommendations, feedback sessions, and research initiatives.

• Support Regional Sales Managers and regional leadership in identifying cross-sell, upsell, and expanded-service opportunities.

• Assist with renewals by offering strategic insights to enhance value and facilitate renewal discussions.

• Serve as an internal advocate for customers, driving support or changes when necessary.

• Implement customized internal and external customer plans, which include outreach, meetings, recommendations, aligned responses, escalations, SME engagement, and issue-resolution meetings.

• Function as a resource of information regarding Blackboard products, services, resources, and trends in higher education.

• Foster customer advocacy through references and success stories.

• Keep detailed records of contacts, engagements, workflows, health scores, and risk assessments in the company's CSP.

• Present a positive public image of Blackboard and enhance customer relationships.

• Build connections across customer organizations, including C-suite institutional leadership.

• Travel approximately 25–50% for onsite customer engagements and events.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Minimum of 5 years of relevant experience in Sales, Customer Experience, Customer Success, Account Management, and/or Education Technology within the B2B and/or Government sector.

• Strong customer-service orientation with the ability to communicate with empathy, sensitivity, and professionalism consistently.

• Exceptional oral and written communication skills; a proactive and impactful communicator.

• Strong project management capabilities.

• Ability to work independently and proactively address emerging challenges and changing conditions.

• Demonstrated success in managing accounts and building strong relationships at all organizational levels.

• Well-honed problem-solving and critical thinking abilities.

• Competence in creating, gathering, and analyzing reports; adept at using data to guide decision-making and develop action plans.

• Ability to multitask and perform effectively under pressure from deadlines and competing demands.

• Highly organized and task-oriented.

• Capacity to excel in a fast-paced, results-driven, collaborative environment.

• Skilled in developing deep relationships and connecting authentically with others.

• Proficient in CRM and/or customer success software.

• Capability to collaborate with sales teams in a matrix model during the introduction and sale of new products across different regions and functions within higher education institutions.

• Experience managing a large-scale technology transition at either an educational institution or a company, showcasing project planning, stakeholder alignment, multi-team coordination, and executive communication on progress.

• 1+ years of experience working with the Blackboard LMS or with Blackboard customers.

• Proficiency in written and spoken English.

• Candidates must be legally authorized to work in the country where the position is located; visa sponsorship or immigration support is not available.

• Preferred: Advanced degree.

• Preferred: Experience in a Customer Experience or Customer Success role at a Software-as-a-Service technology company.

• Preferred: 2+ years of experience developing courses in Blackboard as an administrator or faculty member.

🏝️ Benefits

• Comprehensive health insurance plans.

• Generous paid time off policy.

• Opportunities for professional development and training.

• Flexible work environment.

• Retirement savings plan with company match.