Customer Success Manager

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity

Harvard Business Impact empowers organizations to unlock the full potential of their people and drive transformation in a rapidly changing world.

The Customer Success Manager serves as the primary client contact for our digital solutions. The CSM leverages their previous experience in customer success, their deep knowledge of our platforms, and their expertise in stakeholder alignment to drive client satisfaction, retention, advocacy and growth. The ideal candidate is intellectually curious, possesses a growth mindset, has some experience in leadership development training or digital learning.
What you’ll do

• Retain and grow your portfolio of 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 you'll bring

• 3+ years of B2B SaaS experience in a Customer Success, Consulting or Account Management role

• 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

• 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

You'll stand out if you have

• Experience using Gainsight

• Prior experience using Learning Management Systems (LMS) OR Learning Experience Platforms (LXP)

• Experience using Confluence

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.

$70,000K - $85,000K annually

Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.