Customer Success Manager, Blackboard

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 and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Anthology.

The CSM works collaboratively with other Anthology teams to ensure customers receive appropriate support, resources, and services, and assists account team members in identifying expansion (sales and services) opportunities. This CSM role works primarily with personas using Blackboard LMS and, as such, requires specialized knowledge of the solution, higher ed, and relevant personas.

The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, can confidently solve/triage Blackboard LMS adoption challenges, 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 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 Anthology portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
• Conducting or assisting with regular partnership 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 Anthology Community, as well as Anthology-hosted virtual and in-person events, facilitating customer 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 Anthology solutions 
• Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell and services opportunities, as well as assisting with renewal proposals
• Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve their business objectives
• Serving as project manager and executing tailored plans both internally and externally, and proactively providing next-step