Client Success Manager - Business & Government

Blackboard

8d•$79,038 - $118,558•Remote

About The Position

The Customer Success Manager (CSM) ensures customers see value throughout their Blackboard journey, with a focus on success and retention. The role engages customers to understand their goals and develop and execute plans that achieve partnership objectives and meet the business needs of both customers and Blackboard. Working primarily with personas using Blackboard LMS, the CSM brings specialized knowledge of the solution, B2B and government engagement, and relevant customer personas. The CSM strategically coordinates cross-functional teams and resources so customers receive appropriate support, resources, and services, and assists account team members in identifying sales and services expansion opportunities. The ideal candidate has a customer-first mindset, builds strong relationships, confidently resolves or triages Blackboard LMS adoption challenges, and drives activities that deliver value throughout the customer lifecycle. The role includes managing customer engagements and business reviews, supporting adoption and modernization, coordinating internal and external responses to customer needs, and contributing to renewals, expansion, advocacy, and retention. The position is remote in the United States and requires travel as needed for onsite customer engagements and events, approximately 25–50% of the time.

Requirements

Bachelor’s degree or equivalent work experience.
At least 5 years of related experience in Sales, Customer Experience, Customer Success, Account Management, and/or Education Technology serving the B2B and/or Government sector.
Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism.
Excellent oral and written communication skills and the ability to communicate proactively and impactfully.
Strong project management skills.
Ability to work independently and proactively identify and respond to emerging challenges and changing conditions.
Proven ability to manage accounts and develop strong customer relationships at all organizational levels.
Well-developed problem-solving and critical-thinking skills.
Ability to create, gather, and analyze reports and use data to inform decisions and develop action plans.
Ability to multitask and consistently perform under deadline pressure and other demands.
Highly organized and task-oriented.
Ability to thrive in a fast-paced, results-oriented, collaborative environment.
Skill in building deep relationships and connecting authentically with others.
Proficiency with CRM and/or customer success software.
Ability to work with sales organizations in a matrix model as products are introduced and sold across regions and functions to business units within higher education institutions.
Experience managing a large-scale technology transition at an educational institution or company, demonstrating project planning, stakeholder alignment, multi-team coordination, and executive progress communication skills.
At least 1 year of experience working in the Blackboard LMS or with Blackboard customers.
Fluency in written and spoken English.
Must be legally authorized to work in the country where the role is based at the time of hire and maintain that authorization throughout employment; visa sponsorship and immigration support are not provided.

Nice To Haves

Advanced degree.
Experience in a Customer Experience or Customer Success role at a Software-as-a-Service technology company.
At least 2 years of experience developing courses in Blackboard as an administrator or faculty member.

Responsibilities

Develop strong customer relationships focused on helping customers meet business goals using Blackboard.
Develop and implement account engagements that meet business objectives, support modernization, and maintain positive customer sentiment.
Execute prescriptive playbooks based on customer needs.
Understand and respond to customer questions about Blackboard products and services, their value propositions, the challenges they address, and how they are supported.
Conduct customer business reviews to assess progress toward shared objectives, including modernization.
Act on customer sentiment information, including surveys, NPS responses, and solicited or unsolicited feedback.
Promote participation in the online Blackboard Community and Blackboard-hosted virtual and in-person events, and facilitate opportunities for customers to network and learn from peers.
Work with Marketing to organize, plan, and deliver webinars and on-campus events for Blackboard customers.
Connect customers with best-practice resources and recommendations; help resolve immediate challenges; and connect customers with feedback sessions and research projects as applicable to improve satisfaction and adoption.
Assist Regional Sales Managers and regional leadership with cross-sell, upsell, and expanded-services opportunities.
Assist the Regional Sales Manager and CRM in the renewal process by providing strategic insights to maximize value and support renewal discussions.
Advocate internally for customers and help drive support and change needed to achieve their business objectives.
Execute tailored internal and external plans and proactively provide next-step support, including customer outreach, meetings, recommendations, aligned responses, escalations, subject-matter-expert engagement, and regular internal issue-resolution meetings.
Act as an information conduit from Blackboard and the industry to customers, sharing current information about products, services, resources, and higher education trends.
Drive customer advocacy through references and success stories.
Maintain accurate records of contacts, engagements, workflows, health scoring, and risk assessments in the company CSP.
Project a favorable public image of the company to promote its objectives and enhance customer relationships.
Build and maintain relationships across customer organizations, including with C-suite institutional leadership.
Travel as needed for onsite customer engagements and events, approximately 25–50% of the time.