Client Success Manager – Business & Government

Anthology Careers

. Ensure customers see value throughout their Blackboard journey, focusing on success and retention .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $79,000 - $98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on building relationships and driving customer engagement through effective communication and project management. Proficient in utilizing CRM tools and managing technology transitions to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementProject ManagementCRM ProficiencyBlackboard LMS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProblem-SolvingMultitaskingStakeholder AlignmentTechnology Transition Management

Soft Skills

EmpathyProfessional CommunicationOrganizational SkillsCollaborationRelationship Building

Tools & Technologies

CRM SoftwareBlackboard ProductsCustomer Success Software

Industry Keywords

B2BGovernment SectorEducation TechnologyCustomer ExperienceSaaS

About the role

Key responsibilities & impact

Ensure customers see value throughout their Blackboard journey, focusing on success and retention
Engage customers to understand goals and create and execute plans that achieve partnership objectives
Coordinate cross-functional teams and resources to provide appropriate customer support, resources, and services
Assist account team members in identifying expansion opportunities, including cross-sell, upsell, and expanded services
Develop strong customer relationships centered on business goals using Blackboard
Develop and implement account engagements to meet business objectives, achieve modernization, and maintain positive customer sentiment
Execute prescriptive playbooks based on customer needs
Respond to customer questions about Blackboard products and services, their value propositions, challenges solved, and support
Conduct customer business reviews on shared business objectives, including modernization
Act on surveys, NPS responses, and other customer feedback
Promote engagement in the Blackboard Community and Blackboard-hosted virtual and in-person events
Work with Marketing to organize and deliver webinars and on-campus events
Connect customers with best-practice resources, recommendations, feedback sessions, and research projects
Assist Regional Sales Managers and regional leadership with cross-sell, upsell, and expanded-services opportunities
Assist with the renewal process and contribute strategic insights to renewal discussions
Advocate internally for customers and drive support and change when necessary
Execute tailored internal and external plans, including outreach, meetings, recommendations, escalations, SME engagement, and issue resolution
Act as an information conduit about Blackboard products, services, resources, and higher-education trends
Drive customer advocacy through references and success stories
Maintain records of contacts, engagements, workflows, health scoring, and risk assessments in the company CSP
Project a favorable public image of Blackboard
Build relationships across customer organizations, including C-suite institutional leadership
Travel approximately 25–50% of the time for onsite customer engagements and events

Requirements

What you’ll need

Bachelor’s degree or equivalent work experience
At least 5 years of related experience in Sales, Customer Experience, Customer Success, Account Management and/or Education Technology serving the B2B and/or Government sector
Strong customer-service focus and ability to communicate with empathy, sensitivity, and professionalism
Excellent oral and written communication skills
Strong project management skills
Ability to work independently and proactively identify and respond to emerging challenges and changing conditions
Proven track record of managing accounts and developing strong customer relationships at all organizational levels
Problem-solving and critical thinking skills
Ability to create, gather, and analyze reports and use data for decision-making and action plans
Ability to multitask and perform under deadline pressure
Highly organized and task-oriented
Ability to thrive in a fast-paced, results-oriented, collaborative environment
Skilled in building deep relationships and connecting authentically
Proficiency with CRM and/or customer success software
Ability to work with sales organizations in a matrix model
Experience managing a large-scale technology transition, demonstrating project planning, stakeholder alignment, multi-team coordination, and executive progress communications
1+ years of experience working in the Blackboard LMS or with Blackboard customers
Fluency in written and spoken English
Candidates must be legally authorized to work in the country where the role is based
Visa sponsorship or immigration support is not provided
Advanced degree (preferred)
Experience in a Customer Experience or Customer Success role at a SaaS technology company (preferred)
2+ years of experience developing courses in Blackboard as an admin or faculty member (preferred)

Benefits

Comp & perks

Travel as needed for onsite customer engagements and events
Equal employment opportunity/affirmative action employer