Client Success Manager

Overview

Drive retention and growth across a mid-tier supplemental education account portfolio for Kaplan North America, working closely with sales leadership on account planning and cross-sell and upsell opportunities.

What you'll do

• Implement processes for effective relationship management with partners in a portfolio of mid-revenue supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities.
• Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth.
• Develop and deploy tailored engagement plans for different account tiers, focused on retention, revenue growth, and cross-sell and upsell potential.
• Manage the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence.
• Ensure seamless delivery of customer contracts, exceeding expectations and identifying opportunities for additional product offerings.
• Conduct regular account reviews to identify risks and opportunities, provide actionable feedback to the sales team and customer engagement directors, and implement risk mitigation plans as needed.
• Collaborate closely with assigned salespeople to develop and execute growth plans for each account.
• Proactively solicit and leverage partner feedback to identify cross-sell and upsell opportunities and incorporate insights into engagement plans and product development strategies.
• Use data sources including customer surveys, interviews, CRM, and LMS data to assess portfolio engagement scores and identify cross-selling and upselling areas.
• Continuously refine engagement plans based on partner feedback and performance metrics.
• Track key metrics including cross-sell and upsell rates, assess progress toward targets, and make data-driven adjustments.

What you'll need

• Bachelor's Degree in Business or a related field, or Associate's Degree with four years of experience.
• 4+ years of experience working in customer experience, account management, or program management with a large portfolio of accounts.
• Process management.
• Attention to detail.
• Customer relationship management.
• Strategic analysis.
• Cross functional collaboration.
• Matrix management.
• Excellent presentation skills.

Nice to have

• Master's Degree or MBA.

Details

• Location: Remote/Nationwide, USA.
• Employee type: Employee; full-time positions are Salary Grade A.