Customer Success Manager

Role Overview

• Ensuring customers see value throughout their Blackboard journey
• Developing strong relationships with customers
• Executing account engagements and prescriptive playbooks
• Conducting partnership reviews with customers
• Promoting customer engagement in the Blackboard Community
• Assisting Regional Sales Managers with cross-sell and upsell opportunities
• Acting as an internal advocate for the customer
• Maintaining accurate records of engagements and risk assessments
• Traveling as needed for onsite customer engagements and events

Requirements

• Bachelor’s degree or equivalent work experience
• At least 5 years of related experience in Higher Education, Customer Experience, Customer Success, and/or Education Technology
• Strong customer-service focus
• Excellent oral and written communication skills
• Strong project management skills
• Ability to work independently
• Proven track record of successfully managing accounts
• Well-developed problem-solving and critical thinking skills
• Ability to create, gather, and analyze reports
• Proficiency with CRM and/or customer success software
• Experience managing a large-scale technology transition
• 1+ years of experience working in the Blackboard LMS or with Blackboard customers
• Fluency in written and spoken English

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development
• Paid time off