Senior Customer Success Manager

2 Months ago • 8-12 Years • Business Development • Education

Job Summary

Job Description

The Senior Customer Success Manager (CSM) ensures customer value throughout their Anthology journey. Responsibilities include maintaining expert product knowledge, participating in customer discovery calls, managing technical validation events, working with sales teams to develop customer solutions, building customer champions, providing rapid responses to inquiries, supporting RFP/RFI responses, building strong customer relationships, developing account engagement plans, monitoring customer health, and driving advocacy. The CSM proactively manages customer partnerships, ensuring business objectives are met and customer sentiment is positive. This role requires strong communication, presentation, and problem-solving skills, along with experience in enterprise sales and/or education technology.
Must have:
  • Expert product knowledge
  • Customer discovery & solution creation
  • Technical validation events management
  • Strong communication & presentation skills
  • Executive-level engagement
  • 8-12 years pre-sales experience (preferably in EdTech)
Good to have:
  • Advanced degree
  • Asia Pacific regional language fluency

Job Details

Description

Senior Customer Success Manager

Remote - Australia

 

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.

 

Our Senior Customer Success Manager (CSM) ensures that customers see value throughout their entire Anthology journey. With a focus on success and retention, the CSM engages with customers to understand their goals and to create and execute plans that achieve partnership objectives, meeting the business needs of customers and Anthology. The CSM works collaboratively with other Anthology teams to ensure customers receive appropriate support, resources, and services, and assists account team members in identifying expansion (sales and services) opportunities.

 

Other responsibilities include supporting, demonstrating, and proving the value of our technologies for our customers. We listen and engage to understand our customers’ educational strategies and key initiatives so that we can identify critical capabilities where our solutions can deliver value. You will work alongside our sales teams, channel partners, and services professionals to design the right solution set for each customer so that they can realize the maximum value and alignment to their goals.

 

The ideal candidate for this role embraces a customer-first mindset, excels at building relationships and creating raving fans, can confidently solve adoption challenges, and is adept at driving activities that deliver exceptional value to customers in all phases of the lifecycle.   

 

Primary responsibilities include: 

  • Maintaining expert-level knowledge and domain proficiency in a range of products including their functionality, application, administration, and deployment methodologies
  • Maintaining familiarity with our partner solutions and knowing when to propose them as part of a customer solution set
  • Participating in customer discovery calls, listening to customer needs, and creating account value proposals that relate Anthology solutions to customers’ strategic goals and initiatives
  • Managing and delivering high quality technical validation events (demonstrations, evaluations, pilots, pre-sales workshops) to include tailoring the solution, configuration, and data to support customer requirements
  • Working with all members of the regional sales teams to articulate product strategic value, develop customer-focused solutions, and document solutions in proposals
  • Building and maintaining Anthology champions in our customer/user community to include participation in trade shows, conferences, user groups, virtual events, etc.
  • Providing rapid, accurate responses to questions from sales teams and channel partners
  • Providing insight, feedback, and recommendations to improve Anthology’s ability to respond to customer challenges
  • Support developing and delivering responses to RFPs/RFIs
  • Building and maintaining relationships across the customer's organization, including with C-suite institutional leadership on ensuring their success and business goals achieved
  • Developing and implementing account engagement and execution plans to ensure business objectives are met and customer sentiment is positive
  • Managing the customer partnership proactively, including monitoring customer health, identifying and managing risk, and escalating customer support or account issues as needed
  • Developing an understanding of and responding to customer questions on the full Anthology portfolio of products and services, including their value proposition, the challenges they solve, and how they are supported
  • Conducting regular partnership reviews with customers to ensure progress on shared business objectives
  • Acting on customer sentiment information, such as survey, solicited and unsolicited customer feedback
  • Connecting customers to best practice resources and/or recommendations; assisting customers in solving point-in-time challenges; connecting customers with opportunities for engagement in feedback sessions and with research projects as applicable; partnering with the customer to support the overall goal of increased satisfaction and adoption of Anthology solutions 
  • Promoting customer engagement in the online Anthology Community, as well as Anthology-hosted virtual and in-person events to facilitate customer opportunities to network, share, and learn from their peers
  • Assisting Regional Sales Managers (RSMs) and regional leadership with identifying customer goals/values and cross-sell and up-sell and services opportunities, as well as assisting with renewal proposals
  • Driving advocacy in the form of references and success stories 
  • This role requires 40-50% travel

 

The Candidate: 

Required skills/qualifications: 

  • Bachelor’s degree (or equivalent) in Information Technology Management, Instructional Design, or other education-related field
  • Understanding of the application of instructional technologies to varied teaching and learning environments, especially assessment and accreditation
  • Understanding of enterprise level IT infrastructure, deployment methodologies, and cloud/SaaS environments
  • 8-12 years of pre-sales experience, preferably in enterprise sales and/or education technology
  • Strong oral and written communication skills
  • Exceptional ability to present to small and large groups of people who may have varied roles, experience, and perspectives
  • Ability to work independently in a geographically dispersed team and be self-motivated
  • Proven ability to engage effectively at the executive-level
  • Fluency in written and spoken English

 

Preferred skills/qualifications: 

  • Advanced degree
  • Fluency in languages local to the Asia Pacific region                     

 

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.                                   

Similar Jobs

Next Level Business Services - SAP Master Data Standards Consultant

Next Level Business Services

King Of Prussia, Pennsylvania, United States (On-Site)
6 Months ago
Spyke Games - QA Specialist (Disabled)

Spyke Games

İstanbul, Türkiye (On-Site)
5 Months ago
Magnopus - Recruiting Coordinator

Magnopus

Los Angeles, California, United States (Hybrid)
1 Month ago
The Walt Disney Company - Technical Animator

The Walt Disney Company

Sydney, New South Wales, Australia (On-Site)
1 Month ago
Blinkhealth - Legal Assistant

Blinkhealth

(Remote)
2 Months ago
Tencent - Tencent Cloud - Senior Channel Sales Executive (Indonesia)

Tencent

Jakarta, Jakarta, Indonesia (On-Site)
6 Months ago
Grindr - Manager, New Verticals

Grindr

San Francisco, California, United States (Hybrid)
5 Months ago
The Walt Disney Company - Business Development Manager

The Walt Disney Company

Jakarta, Jakarta, Indonesia (On-Site)
2 Months ago
Barracuda Networks  Inc  - Associate Account Executive (Cyber Security, Sales, SMB)

Barracuda Networks Inc

Delhi, India (On-Site)
1 Month ago
Hitachi - Dynamics CE Functional Architect (remote/must be Argentina- or LATAM-based)

Hitachi

Buenos Aires, Buenos Aires, Argentina (Remote)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

The Walt Disney Company - Guest First Aid Paramedic

The Walt Disney Company

Lake Buena Vista, Florida, United States (On-Site)
2 Months ago
Electronic Arts - Client Software Engineer

Electronic Arts

Seoul, South Korea (On-Site)
2 Months ago
N-iX - Senior iOS Engineer

N-iX

Netherlands (Remote)
2 Months ago
BrightEdge - Software Development Manager

BrightEdge

Hyderabad, Telangana, India (Remote)
6 Months ago
Blizzard Entertainment - Senior Manager, Mobile Performance Marketing | Irvine, CA

Blizzard Entertainment

Irvine, California, United States (Hybrid)
5 Months ago
bito - Backend Developer

bito

Pune, Maharashtra, India (Hybrid)
2 Months ago
Wargaming - UI Developer (ReactJs) (World of Tanks)

Wargaming

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Probably Monsters - Producer

Probably Monsters

Washington, United States (On-Site)
2 Months ago
The Walt Disney Company - Parks Signature Fine Dining Culinary - Full Time

The Walt Disney Company

Anaheim, California, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Australia

Riot Games - Lead Artist - League of Legends, Game Modes

Riot Games

Sydney, New South Wales, Australia (On-Site)
5 Months ago
Canva - Senior Backend Software Engineer - GenAI (Conversational Experience)

Canva

Sydney, New South Wales, Australia (Remote)
1 Month ago
Luxoft - Software Engineer (Node.js)

Luxoft

Sydney, New South Wales, Australia (On-Site)
4 Months ago
Aristocrat Gaming - Compliance Submission Officer

Aristocrat Gaming

North Ryde, New South Wales, Australia (Hybrid)
2 Months ago
VGW - Software Engineer

VGW

Sydney, New South Wales, Australia (On-Site)
1 Month ago
Canva - Senior Frontend Engineer - Frontend Core Libraries

Canva

Sydney, New South Wales, Australia (Hybrid)
5 Months ago
Immutable - Enterprise Technology Engineer

Immutable

Sydney, New South Wales, Australia (Hybrid)
4 Months ago
Keywords Studios (Player Support) - Technical Artist - VFX

Keywords Studios (Player Support)

Australia (Hybrid)
8 Months ago
Canva - Software Engineer - Developer Platform

Canva

Sydney, New South Wales, Australia (Remote)
1 Month ago
VGW - Business Intelligence Analyst

VGW

Perth, Western Australia, Australia (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Business Development Jobs

Rackspace Technology - Enterprise Solution Architect (Presales)

Rackspace Technology

Germany (Remote)
5 Months ago
ByteDance - Innovation Tech Solution Sales (Cloud), BytePlus - Thailand

ByteDance

Bangkok, Bangkok, Thailand (On-Site)
5 Months ago
Assystems - Business development

Assystems

Hyderabad, Telangana, India (On-Site)
5 Months ago
Attentive - Manager, Mid-Market Sales UK

Attentive

London, England, United Kingdom (Hybrid)
6 Months ago
CloudHire - Anaplan Sales (Base + Commision)

CloudHire

Houston, Texas, United States (On-Site)
6 Months ago
ByteDance - Strategic Account Executive - Innovative Technical Sales (iGaming/Media)

ByteDance

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
NinjaVan - B2B Account Manager

NinjaVan

Makati, Metro Manila, Philippines (Hybrid)
6 Months ago
Granicus - SLED Enterprise Account Executive - Northeast (Local)

Granicus

Washington, District Of Columbia, United States (Remote)
6 Months ago
Fundamentalvr-2 - Major Account Sales Executive

Fundamentalvr-2

England, United Kingdom (On-Site)
3 Months ago
bosh group india - Area Manager – Bosch service partner-Automotive-Two-wheeler (Location : Raipur)

bosh group india

Chhattisgarh, India (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com. 

United States (Remote)

Bogotá, Bogota, Colombia (Remote)

Bogotá, Bogota, Colombia (Remote)

Bogotá, Bogota, Colombia (Remote)

United States (Remote)

Bogotá, Bogota, Colombia (Remote)

United Kingdom (Remote)

View All Jobs

Get notified when new jobs are added by Anthology Inc

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug