Senior Customer Success Manager

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

📋 Description

• Leading the creation and implementation of strategic account plans to ensure that customer goals are met and the value of Blackboard solutions is fully realized.

• Acting as a trusted advisor to senior and executive stakeholders, offering guidance on best practices, adoption strategies, and long-term success.

• Promoting product adoption and value realization across Blackboard solutions by utilizing data and insights to enhance engagement.

• Collaborating closely with Sales to identify, shape, and support opportunities for expansion, thus contributing to growth and retention outcomes.

• Playing a crucial role in the renewal strategy and execution, ensuring alignment on value and positioning for successful outcomes.

• Offering strategic advice and recommendations to assist customers in addressing complex challenges and achieving institutional objectives.

• Proactively tracking customer health, identifying risks, and implementing mitigation strategies for accounts at risk.

• Serving as the main point of coordination among internal teams, ensuring alignment and effective delivery for the customer.

• Influencing internal stakeholders to foster improvements in customer experience, product adoption, and service delivery.

• Maintaining a high level of expertise in Blackboard solutions to facilitate value-driven, outcome-focused discussions.

• Managing and accurately maintaining account plans, activities, and customer data within systems like Salesforce and Planhat.

• Supporting customer engagement through community involvement, events, and strategic programs.

• Representing Blackboard as a trusted partner and cultivating strong relationships within customer organizations.

⛳️ Requirements

• 7–10 years of experience in Customer Success, Account Management, or related customer roles within a SaaS environment.

• Proven experience managing complex or high-value customer accounts.

• A strong track record of driving customer outcomes, retention, and growth.

• Exceptional communication and presentation skills, with the ability to effectively engage with executive stakeholders.

• Strong commercial awareness and the capability to contribute to renewal and expansion strategies.

• Advanced problem-solving, critical thinking, and strategic planning skills.

• Ability to work autonomously while effectively collaborating across a matrixed organization.

• Highly organized with the capacity to manage multiple priorities and competing demands.

• Strong emotional intelligence and relationship management abilities.

• Experience using CRM and Customer Success platforms such as Salesforce and Planhat.

• Proficient in written and spoken English.

🏝️ Benefits

• 30-50% travel required.

• Work remotely from England or Scotland.