Customer Success Manager

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