Customer Success Manager - HE Advancement

Customer Success Manager

Remote - US

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but 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. In addition, this CSM role works primarily with personas using Anthology advancement-related solutions and leverages their expertise to create 1:many initiatives and adoption campaigns relevant to these customers. The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, can confidently solve adoption challenges, and is adept at driving activities that deliver exceptional value to customers in all phases of the lifecycle.   

Primary responsibilities include:  

• Developing strong relationships with customers centered on ensuring their success and business goals achieved
• 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 value proposition, the challenges they solve, and how they are supported
• Conducting regular partnership reviews with customers to ensure progress on shared business objectives
• Taking action 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 and services opportunities, as well as assisting with renewal proposals
• Acting as the customer’s liaison 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/Strategists 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, ensuring customers are connected to the latest information on 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 relati