Customer Success Manager - Americas

Customer Success Manager - Americas
Remote
SALARY: $70k - $75k plus commission

Inside Higher Ed provides the latest news, analysis and solutions for the entire higher education community. Inside Higher Ed is owned by Times Higher Education (THE), the world’s most authoritative source of data, analysis and information on higher education, with five decades’ experience dedicated to the field.

Our mission is to provide forward-looking insights and services to the entire higher education community, empowering individuals and organizations to excel and transform learners’ lives.

Reporting to the Regional Customer Success Director - Americas, this role represents a unique opportunity for a dedicated and client-focused individual to join an industry leading brand to lead on customer success engagements on key-accounts within the Americas market.

This customer facing role will work closely with Sales, Product Development, Data Science, Fulfilment and Engineering teams to provide comprehensive, considered and timely responses to customer queries, but also to be proactive in driving greater levels of success for both their named accounts and across the business. The role will be incentivized to put client success and retention at the heart of their responsibilities and will drive regional best-practice in increasing client satisfaction.

Key Responsibilities

Customer Engagement

• Serve as the main point of contact for your assigned customer accounts, ensuring a high level of customer engagement and experience, as well as acting as the primary point-of-contact for internal stakeholders on assigned customer accounts

• Lead customer success activities such as onboarding, training, adoption of services, and campaign asset collection/deployment.

• Identify opportunities for clients to get more value from our products and services, fostering long-term relationships.

• Collaborate with the Marketing team to develop customer success stories and case studies.

• Attend key customer events and conferences to maintain strong customer connections.

Client Retention

• Build and maintain regular communication with assigned key accounts to ensure ongoing customer satisfaction and retention.

• Conduct regular check-ins and business reviews to assess client needs and identify any challenges or upsell/cross sell opportunities.

• Provide support and guidance to help clients fully utilize our products and services.

• Identify potential issues or signs of disengagement early and take steps to resolve them proactively.

• Work closely with clients to provide tailored solutions and recommendations to improve their outcomes.

• Collaborate with internal teams to resolve customer issues and ensure smooth, effective solutions.

Financial Success

• Lead renewal discussions with key accounts, ensuring a smooth process and addressing any concerns to secure long-term commitments.

• Proactively identify upsell and cross-sell opportunities within existing accounts, working closely with clients to showcase additional value.

• Partner with Sales to tailor proposals and business cases that align with customer needs and demonstrate ROI.

• Monitor account usage and engagement data to spot revenue expansion opportunities and act on them swiftly.

• Provide hands-on support in commercial negotiations, helping to reinforce the value of THE’s solutions and maximise contract value.

Strategy & Best Practice

• Contribute to the development and implementation of customer success processes and workflows to drive efficiency.

• Provide feedback and insights from customer interactions to help improve business strategies and decision-making.

• Work with teams across the business to align customer success initiatives with broader company objectives.

• Participate in internal training and development sessions, sharing best practices and knowledge within the team.

Person Specification

Essential Skills & Qualifications

• Fluent in written and spoken English.

• Strong relationship-building skills, with the ability to engage with clients and stakeholders at various levels.

• Excellent communication skills, with the ability to clearly convey customer insights and recommendations.

• Good analytical skills, with the ability to interpret customer data and metrics to improve service and drive success.

• Solid understanding of customer retention strategies and how to drive client satisfaction.

• A proactive approach to solving problems, with a focus on delivering client value.

• Detail-oriented, with the ability to manage multiple customer accounts and priorities efficiently.

• Self-motivated, with the ability to work independently and collaboratively across teams.

• Able to work effectively in a fast-paced environment with competing priorities.

Desirable Skills & Qualifications

• Previous experience in a Customer Success, Account Management, or similar client-facing role, ideally in a B2B or SaaS environment.

• Experience working with customers to deliver training or consultative support.

• Prior experience in a data-driven environment, using insights to enhance customer engagement strategies.