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 Publishing (HBP) is an idea-driven company with a commitment to improving the practice of management. We're a wholly owned subsidiary of Harvard University serving customers across three primary markets: educational institutions, corporations, and individual managers.

Harvard Business Publishing's Corporate Learning division targets enterprises that recognize leadership development as a source of competitive advantage. The Corporate Learning team's expertise is in creating rich, interactive learning experiences that develop leaders who shape their organizations' futures by making smart decisions at critical moments.

The Opportunity:
We are looking to add an experienced Enterprise Customer Success Manager to our team who will serve as the primary client contact for our digital solutions. The CSM will leverage 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.

What you'll do:

• Retain and grow your portfolio of Strategic, Enterprise 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 we're looking for:
The ideal candidate is intellectually curious, possesses a growth mindset, has some experience in leadership development training or digital learning, and excels at:

• Leading consultative conversations
• Relationship building with client executives and stakeholders
• Cross-functional collaboration (e.g. Sales, Marketing, Product, Advisory Services, Support)
• Managing projects
• Innovating to disrupt the status quo
• Creating structure in ambiguous situations
• Learning quickly, as products continue to update

Requirements:

• Bachelor's degree (MBA or equivalent is a plus)
• 5-8 years of experience in a Customer Success or Client Management role
• Experience working with Enterprise/Strategic Customers or Fortune 200 Companies
• 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 – we're looking for someone who can own the room and work effectively with executives
• 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

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

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.