Client Success Manager – Business & Government

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

📋 Description

• Ensure that customers derive value throughout their journey with Blackboard, with a focus on success and retention.

• Engage with customers to understand their objectives, and devise and implement plans that fulfill partnership goals.

• Coordinate with cross-functional teams and resources to deliver suitable customer support, services, and resources.

• Support account team members in recognizing expansion opportunities, including cross-selling, upselling, and enhanced services.

• Build robust customer relationships focused on business objectives utilizing Blackboard.

• Create and execute account engagement strategies to achieve business goals, facilitate modernization, and sustain positive customer sentiment.

• Implement prescriptive playbooks tailored to customer needs.

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

• Conduct reviews with customers centered on shared business objectives, including modernization efforts.

• Act on feedback gathered from surveys, NPS responses, and other customer insights.

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

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

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

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

• Help facilitate the renewal process and provide strategic insights during renewal discussions.

• Act as an internal advocate for customers, driving support and change as needed.

• Execute customized internal and external plans, including outreach, meetings, recommendations, escalations, SME engagement, and issue resolution.

• Serve as a key information source regarding Blackboard products, services, resources, and trends in higher education.

• Promote customer advocacy through references and success stories.

• Maintain documentation of contacts, engagements, workflows, health scoring, and risk assessments within the company CSP.

• Project a positive public image of Blackboard.

• Cultivate relationships across customer organizations, including C-suite institutional leaders.

• Travel approximately 25–50% of the time for on-site customer interactions 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 in the B2B and/or Government sectors.

• Strong focus on customer service and the ability to communicate with empathy, sensitivity, and professionalism.

• Excellent verbal and written communication skills.

• Strong project management capabilities.

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

• Proven success in managing accounts and cultivating strong customer relationships at all organizational levels.

• Strong problem-solving and critical thinking abilities.

• Competence in creating, gathering, and analyzing reports, using data for informed decision-making and action planning.

• Ability to multitask and perform effectively under pressure.

• Highly organized and focused on task completion.

• Capable of thriving in a fast-paced, results-driven, collaborative environment.

• Skilled in building deep, authentic relationships.

• Proficiency in CRM and/or customer success software.

• Ability to collaborate with sales organizations in a matrix structure.

• Experience managing large-scale technology transitions, demonstrating project planning, stakeholder alignment, multi-team coordination, and executive progress communication.

• At least 1 year of experience working with Blackboard LMS or Blackboard customers.

• Fluency in both written and spoken English.

• Candidates must have legal authorization to work in the country where the position is located.

• Visa sponsorship or immigration assistance is not available.

• Advanced degree is preferred.

• Experience in a Customer Experience or Customer Success role within a SaaS technology company is preferred.

• Over 2 years of experience developing courses in Blackboard as an administrator or faculty member is preferred.

🏝️ Benefits

• Travel as required for on-site customer interactions and events.

• Equal employment opportunity/affirmative action employer.