Remote Client Success Manager — Growth & Retention

RiseMe; Town of Florida (NY); Hybrid; USD 31,000 - 79,000; Full time

Benefits offered by this job

Remote work

Retirement package

Tuition assistance

Health benefits

Paid time off

Job summary

Kaplan is seeking a Client Success Manager to drive retention and growth across mid-tier accounts in North America, partnering with sales to identify cross-sell opportunities and manage renewals. This role emphasizes proactive engagement, cross-functional collaboration, and delivering exceptional customer support to senior leadership.

You will monitor account health using CRM and LMS data, develop tailored engagement plans, and collaborate with cross-functional teams to maximize revenue and

Qualifications

• Bachelor's Degree in Business or related field, or Associate’s Degree with four years of experience.
• 4+ years of experience 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.

Responsibilities

• Implement processes to facilitate effective relationship management with partners within the portfolio of mid-revenue generating supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities.
• Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth.
• Develop and deploy tailored engagement plans for different tiers of accounts within the portfolio, with a primary focus on retention, revenue growth, and maximizing cross-sell and upsell potential.
• Manage the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence.
• Ensure the seamless delivery of customer contracts, exceeding expectations and actively identifying opportunities for additional product offerings.
• Conduct regular reviews of accounts to identify risks and opportunities, provide actionable feedback to the sales team and customer engagement directors, and implement risk mitigation plans as needed.
• Collaborate closely with assigned salespeople to develop and execute growth plans for each account within the portfolio, leveraging in-depth knowledge of both the accounts and KNA products/services to drive cross-sell and upsell initiatives.
• Proactively solicit and leverage partner feedback to identify cross-sell and upsell opportunities, incorporating insights into engagement plans and product development strategies.
• Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to assess the engagement score for the portfolio of accounts and identify areas for cross-selling and upselling.
• Continuously refine engagement plans based on partner feedback and performance metrics, optimizing strategies to maximize cross-sell and upsell potential and drive customer satisfaction.
• Track key metrics supporting partner engagement, including cross-sell and upsell rates, and assess progress towards meeting targets, making data-driven adjustments to drive continuous improvement in revenue growth and customer satisfaction.

Skills

Communication

Relationship building

Problem solving

Adaptability

Data analysis

Technical proficiency

Customer-centric mindset

Proactive approach

Education

Bachelor's in Business

Associate’s Degree

Tools

CRM

LMS

Job description

Kaplan is seeking a Client Success Manager to drive retention and growth across mid-tier accounts in North America, partnering with sales to identify cross-sell opportunities and manage renewals. This role emphasizes proactive engagement, cross-functional collaboration, and delivering exceptional customer support to senior leadership.

You will monitor account health using CRM and LMS data, develop tailored engagement plans, and collaborate with cross-functional teams to maximize revenue and