Customer Success Manager

What you’ll do :

Retain and grow your portfolio of Strategic, Enterprise customers by becoming their trusted advisor and partner in success

Manage the post-sales customer journey for your book of business from Onboarding through Renewal and Advocacy, utilizing a growth-mindset throughout to uncover upsell and cross-sell opportunities.

Partner closely with executives and key stakeholders at the customer to ensure metrics for success are agreed upon and a mutual success plan of action is in place.

Create key customer deliverables and conduct Executive Business Reviews that document success-to-date, review adoption, align on priorities, and provide recommendations

Empower your portfolio of clients to improve their interactive learning experiences by :

Ensuring the customer has a smooth transition from Sales-to-Success, accelerating breadth of adoption early in the relationship

Training and enabling the client to leverage the capabilities of HBP’s solutions for their specific use cases, driving client self-sufficiency

Sharing relevant best practices and examples from other successful clients

Monitoring and driving product adoption through innovation, product demonstration, and customer alignment

Educating the customer on new enhancements and content releases

Mitigating and escalating risk early and often

Collaborate with cross-functional colleagues to strategically manage your portfolio of clients via robust account plans - prioritizing your book of business by renewals, expansions, and risk.

Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility into the user community.

Contribute to the ongoing initiatives to scale the customer success motion at Harvard Business Publishing.

What we’re looking for :

The ideal candidate is intellectually curious, possesses a growth mindset, has some experience in leadership development training or digital learning, and excels at :

Leading consultative conversations

Relationship building with client executives and stakeholders

Cross-functional collaboration (e.g. Sales, Marketing, Product, Advisory Services, Support)

Managing projects

Innovating to disrupt the status quo

Creating structure in ambiguous situations

Learning quickly, as products continue to update

Requirements :

• Bachelor’s degree (MBA or equivalent is a plus)
• 5-8 years of experience in a Customer Success or Client Management role
• Experience working with Enterprise / Strategic Customers or Fortune 200 Companies
• Passion for the practice of Management and Leadership Development, previous work in L&D or Ed-Tech is a plus
• Demonstrated ability to learn quickly and comfort with changing technology
• Demonstrated expertise in verbal and written communications, interpersonal skills and ability to influence and guide customer interactions – we’re looking for someone who can own the room and work effectively with executives
• Comfortable managing multiple stakeholders
• Experience with business technologies like Gainsight, Salesforce, Microsoft Office
• Prior Learning Management Systems (LMS), Learning Experience Platforms (LXP) is a plus
• Travel requirement approximately 10-15% across a calendar year

What we offer :

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

What we offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.