Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

 

For more information about Anthology and our career opportunities, please visit www.anthology.com.

 

Anthology’s Customer Success Managers (CSMs) have a broad role that requires strong customer orientation, domain expertise, and account management skills. The CSM role is cross-functional and empowered to marshal organizational resources to promote the successful adoption of our solutions, develop resources to address customer needs, and resolve emerging customer issues by identifying and targeting root causes. They do this while balancing the business and strategic goals of the company.

 

The Senior Manager, Customer Success leads a team of CSMs responsible for maximizing customer value and retention. In addition, this role is responsible for developing scaled engagement strategies and leading initiatives to improve business processes related to customer success technology, contributing to overall CSM organizational success. This role requires strong people management skills, operational proficiency, and cross-functional collaboration to optimize workflows.

 

Primary responsibilities will include:

  • Serving as direct supervisor to members of the CSM team
  • Measuring performance of direct reports against global Customer Success and Anthology goals and team KPIs
  • Setting clear performance expectations and providing regular feedback
  • Fostering a positive team culture that encourages collaboration, growth, and innovation
  • Facilitating onboarding and training programs for new hires
  • Ensuring that CSMs have a solid understanding of the company’s products, services, and customer success strategies
  • Acting as advisor and mentor to CSMs both within and beyond direct-report relationships
  • Working closely with the Director of Customer Success or similar leadership roles to define and execute the customer success strategy
  • Working with segment-aligned RSMs and Regional Vice Presidents to identify account goals and align on customer needs with potential opportunities
  • Working with other departments (such as product and marketing) to align CSM efforts with overall business objectives
  • Communicating customer feedback and insights to relevant teams
  • Serving as an escalation point for customer matters
  • Acting as an information conduit from Anthology and the industry to the CSM team and to customers, providing the latest information on both Anthology products and services and industry trends
  • Working with CSM leadership to align scaled, 1:many customer engagement needs with the features and technology available in Anthology’s customer success platform
  • Collaborating with the Enablement team to ensure CSMs are appropriately enabled on 1:many strategies and have playbooks to ensure excellence and consistency
  • Maintaining expertise in customer success best practices by staying up to date on trends and related technologies
  • Projecting a favorable public image of the company to promote its objectives and goals and enhance customer relationships and employee satisfaction
  • Leading the refinement of team practices and activities that will advance the strategic aims of the team and needs of Anthology’s business
  • Traveling up to 20% to support on-site client engagements, internal meetings, and events

 

The Candidate:

Required skills/qualifications:

  • Bachelor’s degree or equivalent
  • 6-10 years of related experience in Customer Success, Customer Service, Account Management, and/or Education Technology serving the higher education sector or similar, with a minimum of 4 years direct experience managing customer-facing staff
  • Strong customer-service orientation and ability to communicate with empathy, sensitivity, and professionalism at all times; exemplary sense of discretion with personnel matters, excellent personal and professional judgment in approaching interpersonal challenges
  • Tactical and strategic experience managing and improving forecasting accuracy
  • Excellent oral and written communication skills, including facilitating productive and action-oriented team, client, and executive sessions
  • Ability to work independently and as Director’s delegate, ability to proactively identify and respond effectively to emerging challenges in a dynamic environment
  • Proven track record of successfully managing high-value accounts and developing strong customer relationships with all levels of an organization
  • Advanced problem-solving and critical thinking skills
  • Ability to motivate others to high achievement
  • Ability to multitask and to consistently perform under the pressure of deadlines and other demands by appropriately triaging tasks according to strategic priorities
  • Highly organized, proactive, and articulate communicator driven by a desire to help others succeed
  • Experience in an operations or project management role
  • Ability to thrive in a fast-paced, results-oriented, collaborative environment
  • Fluency in written and spoken English at CEF B2 level or above

 

Preferred skills/qualifications:

  • Advanced degree in business or technology-related field
  • Experience in a Customer Success, Professional Services, Account Management, or Renewals leadership role at a SaaS technology company
  • Experience in a technology-focused position within a higher education institution

 

Pay range is $104,000 – $125,000/year depending upon experience

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