Talent.com
Customer Success Manager

Customer Success Manager

Harvard Business PublishingBrighton, MA, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

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 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.

    serp_jobs.job_alerts.create_a_job

    Customer Manager • Brighton, MA, US

    Job_description.internal_linking.related_jobs
    Customer Success Manager

    Customer Success Manager

    AcousticBoston, MA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    As a Customer Success Manager at Acoustic, you’ll become an integral part of our mission to create the future of customer experiences. Acoustic is bringing cutting-edge technology to marketers, leve...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Sales Professional (Remote)

    Sales Professional (Remote)

    American Income LifeScituate, MA, US
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time
    American Income Life is growing! We are seeking ambitious individuals who are driven to build their own business while also leaving a positive impact within the community they serve.American Income...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Client Success Manager

    Client Success Manager

    TradeJobsWorkForce02476 Arlington, MA, US
    serp_jobs.job_card.full_time
    Client Success Manager Job Duties : Train CS team in the coaching / management process for clients in regards to ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Experience Coordinator (CEC)

    Customer Experience Coordinator (CEC)

    MarshallsPlymouth, Massachusetts, United States of America
    serp_jobs.job_card.full_time
    At TJX Companies, every day brings new opportunities for growth, exploration, and achievement.You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Sales Representative (Remote)

    Sales Representative (Remote)

    American Income LifeScituate, MA, US
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time
    A Sales Career That Grows With You.Are you looking for a career path that gives you the freedom and flexibility to control your schedule, but also has the security and stability of a large company?...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Earn Extra Cash as a Local Delivery Driver

    Earn Extra Cash as a Local Delivery Driver

    GoPuffScituate, MA, US
    serp_jobs.job_card.part_time +1
    Deliver with Gopuff and get paid to deliver what your neighbors need from a Gopuff facility near you! With one centralized pickup location and smaller delivery zones, Gopuff makes earning effortles...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Account Manager / Customer Success Manager

    Account Manager / Customer Success Manager

    FoodTec SolutionsNeedham Heights, MA, US
    serp_jobs.job_card.full_time
    Account Manager / Customer Success Manager (Needham, MA) Compensation : BOE Full Time.We are looking for an Account Manager to create long-term, trusting relationships with our customers.The Account M...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Drive with DoorDash - Receive 100% of Customer Tips

    Drive with DoorDash - Receive 100% of Customer Tips

    DoorDashManchester, MA, United States
    serp_jobs.job_card.full_time +1
    Why Become a Shopper with DoorDash?.Turn your shopping skills into extra income.Whether you’re helping someone stock up on groceries or delivering a last-minute convenience order, as a Shoppe...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Deliver with Gopuff - Earn Big & Keep 100% of Your Tips

    Deliver with Gopuff - Earn Big & Keep 100% of Your Tips

    GoPuffScituate, MA, US
    serp_jobs.job_card.part_time +1
    Deliver with Gopuff and get paid to deliver what your neighbors need from a Gopuff facility near you! With one centralized pickup location and smaller delivery zones, Gopuff makes earning effortles...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Online Survey Taker. Earn up to $25 per survey. - Remote

    Online Survey Taker. Earn up to $25 per survey. - Remote

    Earn HausNorth Scituate, Massachusetts, US
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time +1
    We are urgently looking for people interested in taking online surveys for Fortune 500 brands.If you are a self-starter, looking for flexible hours throughout the week, this may be for you! Earn up...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Service Manager

    Customer Service Manager

    OSAAPChelmsford, MA, US
    serp_jobs.job_card.permanent
    Title : Customer Service Manager.Hours : Mon – Fri 8 : 30 am – 5 : 00 pm.We seek a savvy, hands-on Customer Success Manager (CSM) with proven experience in custom manufacturing environments t...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Enterprise Customer Success Manager

    Enterprise Customer Success Manager

    Tomorrow.ioBoston, MA, United States
    serp_jobs.job_card.full_time
    Customer Success Team empowers countries, businesses, and individuals to prepare for and manage weather-related challenges that affect their operations, safety, and bottom line.We're looking for an...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    Sales & Customer Success Associate

    Sales & Customer Success Associate

    XRHealthNeedham, MA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    At XRHealth, we’re redefining how healthcare is delivered.Using immersive virtual reality (VR) and digital health technology, we empower patients and providers with cutting-edge therapeutic t...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    Care Manager (BH Licensed) field travel in MA...

    Care Manager (BH Licensed) field travel in MA...

    Molina HealthcarePLYMOUTH, MA, US
    serp_jobs.job_card.full_time
    Job Description Job Summary Provides support for care management / care coordination activities and collaborates with multidisciplinary team coordinating integrated delivery of member care across t...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_1_hour
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    DoorDash Shopper - Receive 100% of Customer Tips

    DoorDash Shopper - Receive 100% of Customer Tips

    DoorDashManchester By The Sea, MA, Essex County, MA; Massachusetts, United States
    serp_jobs.job_card.full_time +1
    Why Become a Shopper with DoorDash? .Turn your shopping skills into extra income.Whether you’re helping someone stock up on groceries or delivering a last-minute convenience order, as a Shopper you...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours
    • serp_jobs.job_card.promoted
    Senior Customer Success Engineer

    Senior Customer Success Engineer

    VeracodeBurlington, MA, US
    serp_jobs.job_card.full_time
    Senior Customer Success Engineer.Looking for an innovative, high-growth, multi-award-winning company in one of the hottest segments of the security market? Look no further than Veracode!.Ve...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    Client Success Manager

    Client Success Manager

    ComplyAutoMA, USA
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    ComplyAuto is a RegTech company offering cloud-based software that helps companies enhance their compliance and security capabilities while becoming more efficient and cost-effective.ComplyAuto man...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    RN Case Manager field travel in MA

    RN Case Manager field travel in MA

    Molina HealthcareEssex, MA, US
    serp_jobs.job_card.full_time
    JOB DESCRIPTION Job Summary Molina Healthcare Services (HCS) works with members, providers and multidisciplinary team members to assess, facilitate, plan and coordinate an integrated delivery of ca...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours
    • serp_jobs.job_card.promoted
    Customer Service Oil Company $20.00 contract

    Customer Service Oil Company $20.00 contract

    Ultimate StaffingKingston, MA, US
    serp_jobs.job_card.temporary
    Customer Service Oil Company $20.Monday- Friday seasonal role / contract.Between December and March during peak season employee may work 3 weeks or so of working Monday through Friday 9 : 30am to 6 : 00...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    Customer Success Manager

    Customer Success Manager

    CrayonBoston, MA, US
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    Crayon is seeking a dynamic and motivated Customer Success Manager to join our team.The primary responsibility of this role is to help customers succeed with their competitive intelligence program ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30