Customer Success Manager Job 2024 Full Time

Customer Success Manager

Remote – United States

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Customer Success Manager (CSM) ensures that customers see value throughout their entire Anthology journey. With a focus on success and retention, the CSM engages with customers to understand their goals, create plans to achieve those goals, connect them to resources and expertise, resolve issues, and ensure an overall world-class experience. This role works collaboratively with other Anthology teams to ensure customers receive appropriate support, resources, and services, and assists the Sales team in identifying expansion opportunities.

This position is crucial to providing strategic direction, planning, and oversight to customers to foster their continued growth and expansion within their technology and solution footprint and achieve greater perceived ROI from the products in which they have invested. Furthermore, this role is crucial to supporting both the strategic growth areas and metrics of the company as they align to customer engagement, adoption, retention, and expansion.

The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, and is adept at driving activities that deliver exceptional value to customers in all phases of the lifecycle.

Primary responsibilities will include:

• Developing strong relationships with customers centered on ensuring their success and achievement of business goals
• Developing and implementing account engagement and execution plans to ensure business objectives are met and customer sentiment is positive

• Executing prescriptive playbooks based on customer need
• Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their features, benefits, and use cases
• Acting on customer sentiment information, such as surveys, NPS responses, solicited and unsolicited customer feedback
• 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 Anthology solutions
• Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers
• Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell opportunities, as well as assisting with renewal proposals
• Acting as the customer’s liaison to all their needs within Anthology, triaging requests and bringing in the appropriate teams and resources to assist
• Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer to achieve their business objectives
• Managing the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed
• Serving as project manager and 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 as needed, regular meetings with internal teams to resolve identified issues, providing direction and ensuring focus on customer as well as Anthology business needs
• Acting as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services, resources, and higher education industry trends
• Driving advocacy in the form of references and success stories
• Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
• Conducting strategic partnership reviews
• Building and maintaining relationships across the customer’s organization, including with C-suite institutional leadership
• This position may require occasional travel for on-site customer engagements and events as guided by segment-specific engagement model

The Candidate:

Required skills/qualifications:

• Bachelor’s degree or equivalent
• 5-8 years of related experience in Customer Service, Customer Success, and/or Education Technology serving the higher education sector
• Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism
• Excellent oral and written communication skills, including facilitating productive and action oriented executive sessions
• Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment
• Proven track record of successfully managing large/high value accounts and developing strong customer relationships with all levels of an organization
• Advanced problem-solving and critical thinking skills
• Ability to multitask and to consistently perform under the pressure of deadlines and other demands by appropriately triaging tasks according to strategic priorities
• Highly organized, proactive and impactful communicator driven by a desire to help customers succeed
• Ability to thrive in a results-oriented, collaborative environment
• Fluency in written and spoken English

Preferred skills/qualifications:

• Advanced degree
• Experience working in a Customer Service or Customer Success role at a SaaS technology company
• Proficiency in Microsoft Office products
• Experience working with a Customer Success platform and/or Salesforce
• Experience in a technology-focused position within a higher education institution

Base Pay range is $76,000 – $78,000/year plus sales compensation depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.