Client Success Manager
Role Overview
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement.
We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.
The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.
The Customer Success Manager (CSM) plays a pivotal role in driving retention and growth within Kaplan North America’s mid-tier supplemental education account portfolio.
This is achieved through close partnership with sales leadership.
Beyond retention efforts, the key function of the CSM role is account growth via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities with sales counterparts.
A Kaplan CSM is always looking for ways to turn mid-tier accounts into top-tier accounts, while managing the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence.
The CSM must have four essential skills to succeed in the role: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, and a customer-centric mindset and proactive approach.
The CSM drives account retention and growth by providing exceptional customer support to their account’s senior leadership and by forming and leveraging robust cross-functional ties within Kaplan to achieve desired retention and growth efforts.
The CSM further instills Kaplan brand loyalty through proactive outreach to their clients, providing industry specific insights that link vertical trends to Kaplan offerings, leading to a more robust partnership that pushes business retention and growth.
The CSM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy.
Key Skills for This Role
Full Job Posting
Minimum Qualifications
- Bachelor's Degree, Business or 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
Preferred Qualifications
- Master’s Degree or MBA
- Beyond base salary, our comprehensive total rewards package includes: Remote work provides a flexible work/life balance Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure) Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members Comprehensive health benefits new hire eligibility starts on day 1 of employment Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
- At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.
- For full-time positions, Kaplan has three salary grades. This position is Salary Grade A: $31,200 to $78,647. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data. We are an equal opportunity employer and comply with all applicable federal and state wage laws. #LI-Remote #LI-SS1
- Remote work provides a flexible work/life balance
- Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
- We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
- For full-time positions, Kaplan has three salary grades. This position is Salary Grade A: $31,200 to $78,647. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data. We are an equal opportunity employer and comply with all applicable federal and state wage laws.
- Location
- Remote/Nationwide, USA
- Additional Locations
- Employee Type
- Employee
- Job Functional Area
- Sales
- Business Unit
- 00092 Kaplan Health
- Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.
- Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.
- Kaplan is a drug-free workplace and complies with applicable laws.
Location
- Remote/Nationwide, USA
- Additional Locations
- Employee Type
- Employee
- Job Functional Area
- Sales
- Business Unit
- 00092 Kaplan Health
- Diversity & Inclusion Statement:
- Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.
- Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.
- Kaplan is a drug-free workplace and complies with applicable laws.
About Kaplan
Private educational services company providing test preparation, professional education, higher education, and pathways for students, universities, and businesses.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Kaplan
MCAT Prep Instructor - College Station/Texas Triangle Area
Houston, USA
SAT Teacher - New York City Area
, USA
Senior Counsel, Employment Law
, USA
Senior Database Administrator II (Hybrid)
Bengaluru, IND
Software Engineer I (Hybrid)
Bengaluru, IND
Support & Solutions Representative
, USA
Ohana Institute Principal
Fort Lauderdale, USA
MCAT Prep Instructor - Philadelphia Area
, USA
MCAT Prep Instructor - College Station/Texas Triangle Area
Houston, USA