Client Success Manager – Business & Government

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

📋 Description

• Foster robust customer relationships aimed at achieving business targets utilizing Blackboard.

• Create and implement account engagement strategies to fulfill business goals, realize modernization efforts, and sustain positive customer sentiment.

• Execute tailored playbooks aligned with customer requirements.

• Provide guidance to customers regarding the Blackboard product and services portfolio, value propositions, addressed challenges, and support frameworks.

• Conduct business reviews with customers to discuss shared objectives and modernization advancements.

• Respond to surveys, NPS feedback, and customer insights.

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

• Collaborate with Marketing to arrange webinars and on-campus events for customers.

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

• Assist Regional Sales Managers and regional leadership with opportunities for cross-selling, upselling, and expanding services.

• Contribute strategic insights to support renewals, maximizing value and positioning.

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

• Manage external customer experiences and coordinate internal escalations, subject-matter experts, and issue resolution meetings.

• Relay Blackboard and industry information, product updates, resources, and trends in higher education to customers.

• Promote customer advocacy through references and success narratives.

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

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

• Travel approximately 25–50% for onsite 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 within the B2B and/or Government sectors.

• Strong customer service orientation with a capacity to communicate with empathy, sensitivity, and professionalism consistently.

• Exceptional oral and written communication abilities.

• Strong project management capabilities.

• Ability to work independently while proactively identifying and addressing emerging challenges and adapting to changing conditions.

• Proven history of effective account management and developing strong customer relationships at all organizational levels.

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

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

• Ability to multitask and perform successfully under deadline pressures.

• Highly organized and task-oriented.

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

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

• Proficient in CRM and/or customer success software.

• Ability to collaborate with sales organizations in a matrix structure across regions and institutional business units.

• Experience in managing a large-scale technology transition, showcasing project planning, stakeholder alignment, multi-team coordination, and executive progress communication.

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

• Proficient in both written and spoken English.

• Preferred: advanced degree.

• Preferred: experience in a Customer Experience or Customer Success role within a SaaS technology firm.

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

• Legally authorized to work in the country where the position is situated; no visa sponsorship or immigration support available.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Generous paid time off and holidays.

• Opportunities for professional development and continuous learning.