Client Success Manager - Business & Government

Customer Success Manager

Remote - United States

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Blackboard journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Blackboard. This CSM role works primarily with personas using Blackboard LMS and, as such, requires specialized knowledge of the solution, B2B and government engagement, and relevant personas.

This individual is accountable for the strategic coordination of cross-functional teams and resources to ensure the customer receives appropriate support, resources, and services. The CSM also assists account team members in identifying expansion (sales and services) opportunities.

• Developing strong relationships with customers centered on ensuring their success in meeting their business goals using Blackboard
• Developing and implementing account engagements to ensure business objectives are met, modernization is achieved, and customer sentiment is positive
• Executing prescriptive playbooks based on customer need
• Developing an understanding of and responding to customer questions on the full Blackboard portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
• Conducting business reviews with customers to ensure progress on shared business objectives, including modernization
• Acting on customer sentiment information such as surveys, NPS responses, solicited and unsolicited customer feedback
• Promoting customer engagement in the online Blackboard Community, as well as Blackboard-hosted virtual and in-person events, facilitating client opportunities to network, share, and learn from their peers
• Working with Marketing to organize, plan, and deliver engaging webinars and on-campus events for Blackboard customers
• Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Blackboard solutions
• Assisting Regional Sales Managers (RSMs) and regional leadership with opportunities for cross-sell, upsell, and expanded services
• Assisting the RSM and CRM in the renewal process, contributing strategic insights to maximize value and positioning in renewal discussions
• Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectives
• Executing tailored plans both internally and externally, and proactively providing next-step support, including:
  • External: managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing customer outreach strategies
  • Internal: escalation, identifying and engaging SMEs/Strategists/experts as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Blackboard business needs
• Acting as an information conduit from Blackboard and the industry to customers, ensuring customers are connected to the latest information on Blackboard products and services, resources, and higher education industry trends
• Driving advocacy in the form of references and success stories
• Maintaining accurate records of key contacts, engagements, workflows, health scoring, and risk assessments within the company CSP
• Projecting…