Team Lead, Customer Success Management

Team Lead, Customer Success Management

Remote - United States

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. 

The Anthology Customer Success Management team is focused on partnering with our internal field teams and our strategic partners to secure long-term relationships with our customers with a focus on improving our customer’s experiences with Anthology and expanding on the broad range of innovative products/services which will deliver continuous improvement in their learning ecosystem. The Team Lead will report into a Senior Manager or Director in the Customer Success Management function and provide leadership support for their assigned region and segment.

Primary responsibilities will include:

• Serving as a player coach team leader of Customer Success Managers following defined processes and engagement strategies, while also carrying a small book of assigned accounts
• Achieving and reporting on company financial targets and operational metrics and goals
• Tracking accountability and team participation in initiatives ensuring execution of the larger Anthology retention and growth strategies
• Working collaboratively with the internal teams to maximize customer value
• Supporting the team in utilizing Planhat, the company’s Customer Success Platform, to monitor engagement and measure success against defined KPIs managing the business through Planhat, our Customer Success Platform
• Mentoring and coaching CSMs to fulfill their responsibilities and encouraging CSMs to achieve beyond their expectations, providing help and support when needed
• Utilizing and sharing best practice methodologies and providing customers with deliverables that exceed expectations, sometimes in challenging time frames
• Monitoring and driving all performance goals
• Taking initiative to help team members understand how their work fits into the bigger picture and effectively managing conflict as needed
• Effectively directing customer escalations to appropriate CS leaders and assisting with cross-functional resolution strategies
• Conducting in-depth analysis of customer data and team performance metrics to identify trends, uncover inefficiencies, and propose actionable improvements
• Leading process refinement efforts to optimize team workflows, customer engagement strategies, and the delivery of value to customers
• Participating in strategic initiatives, aligning the team’s efforts with company-wide objectives for retention and growth
• This role requires occasional travel

The Candidate:

Required skills/qualifications:

• Bachelor’s Degree
• At least 8 years of experience in customer success, renewals and/or account management in a SaaS technology company
• Possesses strong internal and external relationship building skills
• Approaches peers, customers, and work output with the positive ethic and open-mindedness to achieve results and grow
• Demonstrates abilities related to working with and managing the relationships and communications with team members internally and within customer organizations
• Advanced problem solving and critical thinking skills
• Able to effectively prioritize and escalate customer issues as required
• Past success in operating within a fast-paced, multi-disciplined virtual team
• Employs customer-oriented innovative approaches to achieving desired outcomes and possessing the mindset and “sense” required to understand and process business situations
• Proficient organizational, oral, written, and presentation skills
• Fluency in written and spoken English

Preferred skills/qualifications:

• 1-2 years in a supervisory role
• Knowledge of education technology offerings, higher education personas and procurement processes
• Experience in a position with a focus on retention 

Base Pay Range is $90,000 - $112,400 plus sales compensation 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.