Remote Client Success Leader - Growth & Retention

Kaplan; United States; On-site; USD 31,000 - 79,000; Full time

Benefits offered by this job

Remote work flexibility

Tuition assistance

Health benefits

Paid time off

Diversity & inclusion

Job summary

Kaplan is seeking a Client Success Manager to drive retention and growth across a mid-tier portfolio in North America. You will partner with sales leadership, manage renewal cycles, and identify cross-sell opportunities while ensuring high-touch customer support.

The role emphasizes data-driven engagement, cross-functional collaboration, and proactive risk management to strengthen client partnerships and renewals. This is a remote nationwide position with competitive total rewards.

Qualifications

• Bachelor’s degree in business or related field is required.
• 4+ years in customer experience, account management, or program management with many accounts.
• Strong process management and attention to detail.
• Excellent customer relationship management and strategic analysis skills.
• Cross-functional collaboration and matrix management ability.

Responsibilities

• Manage relationships with mid-revenue accounts to grow cross-sell and upsell opportunities.
• Serve as main point of contact for stakeholders to drive mutual growth.
• Develop tailored engagement plans focusing on retention and revenue growth.
• Manage renewal cycles across assigned accounts with email and calls.
• Ensure timely delivery of customer contracts and identify additional product offerings.
• Regularly review accounts to identify risks and opportunities and share feedback with sales teams.
• Collaborate with salespeople to create growth plans using product knowledge.
• Solicit partner feedback to guide cross-sell opportunities and product strategies.
• Use CRM and LMS data to assess engagement scores and guide actions.
• Refine engagement plans based on metrics to maximize revenue and satisfaction.
• Track engagement metrics and adjust strategies to meet targets.

Skills

Communication

Relationship building

Problem solving

Data analysis

Technical proficiency

Customer-centric mindset

Cross-functional collaboration

Strategic analysis

Attention to detail

Presentation skills

Education

Bachelor's Degree in Business or related field

Associate’s Degree with four years of experience

Master’s Degree or MBA

Tools

CRM

LMS data access

Job description

Kaplan is seeking a Client Success Manager to drive retention and growth across a mid-tier portfolio in North America. You will partner with sales leadership, manage renewal cycles, and identify cross-sell opportunities while ensuring high-touch customer support.

The role emphasizes data-driven engagement, cross-functional collaboration, and proactive risk management to strengthen client partnerships and renewals. This is a remote nationwide position with competitive total rewards.