Client Success Manager - Business & Government

Accountabilities:: Develop strong, long-term customer relationships focused on achieving business objectives and maximizing value from technology solutions. Create and execute tailored account engagement plans that support customer goals, modernization initiatives, adoption, satisfaction, and positive sentiment. Apply prescriptive customer success playbooks according to individual customer needs and circumstances. Build a comprehensive understanding of the full portfolio of products and services, including their value propositions, use cases, and support models. Conduct regular business reviews to evaluate progress against shared objectives and identify opportunities for improvement. Monitor and act on customer sentiment data, including surveys, NPS responses, and direct customer feedback. Connect customers with best-practice resources, recommendations, expert support, feedback sessions, research initiatives, and relevant community opportunities. Encourage customer participation in online communities and virtual or in-person events that facilitate networking, knowledge sharing, and peer learning. Partner with Marketing to organize and deliver customer webinars and onsite events. Support regional sales teams in identifying cross-sell, upsell, and expanded services opportunities. Contribute strategic insights to renewal activities and help position customer value during renewal discussions. Act as an internal customer advocate, coordinating support and organizational changes needed to help customers achieve their objectives. Manage the customer experience through proactive outreach, meetings, recommendations, aligned communications, and follow-up strategies. Coordinate internally with subject matter experts, strategists, and other specialists to resolve customer issues and maintain focus on customer and business needs. Keep customers informed about relevant product developments, resources, industry trends, and best practices. Drive customer advocacy through references, success stories, and other appropriate activities. Maintain accurate records of key contacts, engagements, workflows, health scores, and risk assessments within customer success systems. Build relationships across customer organizations, including with C-suite and institutional leadership. Travel approximately 25–50% as needed for onsite customer engagements and events. Requirements: Bachelor’s degree or equivalent professional experience. At least 5 years of relevant experience in Sales, Customer Experience, Customer Success, Account Management, and/or Education Technology within B2B and/or Government environments. At least 1 year of experience working with the relevant LMS platform or directly supporting its customers. Demonstrated experience managing accounts and building strong relationships across multiple levels of an organization. Experience managing a large-scale technology transition, demonstrating skills in project planning, stakeholder alignment, multi-team coordination, and executive progress communication. Strong customer-service orientation with the ability to communicate with empathy, sensitivity, and professionalism. Excellent written and verbal communication skills, with the ability to communicate proactively and influence stakeholders effectively. Strong project management, organization, prioritization, and multitasking skills. Well-developed problem-solving, critical-thinking, and analytical abilities. Ability to gather, analyze, and interpret reports and customer data to inform decisions and create effective action plans. Ability to work independently, anticipate emerging challenges, and adapt to changing customer and business conditions. Proven ability to operate effectively under deadlines and competing demands. Strong relationship-building skills and an authentic, customer-first approach. Proficiency with CRM and/or customer success software. Experience collaborating with sales organizations in a matrix environment and coordinating across multiple teams or business units. Ability to thrive in a fast-paced, results-oriented, and collaborative environment. Fluency in written and spoken English. Experience in a Customer Experience or Customer Success role within a SaaS technology company is preferred. Advanced degree is preferred. Two or more years of experience developing courses within an LMS as an administrator or faculty member is preferred. Must be legally authorized to work in the United States at the time of hire and throughout employment; visa sponsorship or immigration support is not provided. Benefits: Base salary range of $79,000–$98,000 annually. Remote position based in the United States. Medical, dental, and vision benefits. Additional employee benefits and support programs. Opportunities to work with business and government customers on technology adoption and modernization initiatives. Cross-functional exposure across customer success, sales, marketing, product, and specialist teams. Opportunities to contribute to customer advocacy, events, best practices, and strategic account initiatives. Approximately 25–50% travel for onsite customer engagements and events. Professional environment focused on customer outcomes, technology adoption, and long-term partnerships. Salary placement within the stated range may vary based on experience, skills, internal considerations, and location.