Customer Success Manager

Customer Success Manager

Remote - US

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.

Anthology’s Customer Success Managers have a broad role that requires strong client orientation, domain expertise, and account management skills. In this role you will work closely with Account Executives and be responsible for account engagement, product adoption, customer satisfaction, and ultimately customer retention. This role is cross-functional and empowered to marshal organizational resources to promote the successful adoption of our solutions, to develop resources to address customer needs, and to resolve emerging customer issues by identifying and targeting root causes, while balancing the business and strategic goals of the company.

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 customer health and growth
• Monitoring overall customer health and proactively identifying any potential risks to customer sentiment or renewal
• Regularly participating in community engagement programs and activities
• Positioning new product releases and applicable services offerings to increase customer adoption and customers' sense of value from their investment with Anthology
• Working together with Account Executive to identify account goals and alignment of customer needs with potential opportunities; identifying new solutions for customers and referring cross and upsell leads to Account Executive for follow-up
• Providing best practice recommendations; assisting customers in solving point-in-time challenges, and partnering with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions
• 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
• Serving as an internal advocate for the customer, helping to drive support and change when necessary to help the customer achieve business objectives
• Effectively managing the regular and escalated needs of customers

• Acting as an information conduit from Anthology and the industry to customers, providing latest information on both Anthology products and services and industry trends
• Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships
• This role requires 25-40% travel to support on-site customer engagements and events

The Candidate:

Required skills/qualifications:

• Bachelor’s degree or equivalent
• 3-6 years of related experience in Customer Service, Customer Success, and/or Education Technology serving the higher education sector
• Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism
• Excellent oral and written communication skills, including facilitating productive and action oriented executive sessions
• Ability to work independently, and to proactively identify and respond to emerging challenges in a dynamic environment
• Proven track record of successfully managing large/high value accounts and developing strong customer relationships with all levels of an organization
• Advanced problem-solving and critical thinking skills
• Ability to multitask and to consistently perform under the pressure of deadlines and other demands by appropriately triaging tasks according to strategic priorities
• Highly organized, proactive and impactful communicator driven by a desire to help customers succeed
• Ability to thrive in a results-oriented, collaborative environment
• Fluency in written and spoken English

Preferred skills/qualifications:

• Advanced degree
• Experience working in a Customer Service or Customer Success role at a SaaS technology company
• Proficiency in Microsoft Office products
• Experience working with a Customer Success platform and/or Salesforce
• Experience in a technology-focused position within a higher education institution

Pay range is $70,000 - $80,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.