Client Success Manager – Business & Government

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

📋 Description

• Cultivate robust customer relationships that focus on assisting customers in achieving their business objectives using Blackboard.

• Design and execute account engagement strategies to fulfill business goals, drive modernization, and uphold positive customer sentiment.

• Implement prescriptive playbooks tailored to customer requirements.

• Address customer inquiries regarding Blackboard products and services, their value propositions, the challenges they address, and the support models available.

• Conduct business reviews that center on mutual business objectives and modernization efforts.

• Utilize customer sentiment data, including surveys, NPS feedback, and customer input.

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

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

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

• Foster increased customer satisfaction and the adoption of Blackboard solutions.

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

• Contribute strategic insights to enhance value and positioning to aid in renewals.

• Act as an internal advocate for customers, driving support and necessary changes.

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

• Serve as a conduit of information between Blackboard, the education technology sector, and customers.

• Promote customer advocacy through references and success stories.

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

• Project a positive public image of Blackboard.

• Establish relationships across customer organizations, including C-suite institutional leadership.

• Travel approximately 25–50% for on-site 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 sectors.

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

• Excellent verbal and written communication skills.

• Strong project management capabilities.

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

• Proven success in managing accounts and building strong customer relationships at all levels of an organization.

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

• Competence in creating, gathering, and analyzing reports to inform decision-making and formulate action plans.

• Ability to multitask and perform effectively under deadline pressure.

• Highly organized and task-focused.

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

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

• Proficiency in CRM and/or customer success software.

• Ability to collaborate with sales organizations in a matrix structure as new products are introduced and marketed across regions and institutional business units.

• Experience in managing a large-scale technology transition, demonstrating 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.

• An advanced degree is preferred.

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

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

• Candidates must be legally authorized to work in the country where the role is based at the time of hire and maintain that authorization.

• The company does not provide visa sponsorship or immigration support.

🏝️ Benefits

• Base salary range of $79,000–$98,000.

• Additional compensation such as sales incentives.

• Comprehensive benefits package.

• Travel for on-site customer engagements and events, approximately 25–50% of the time.