Remote Client Success Manager - Growth & Retention

ghc; United States; Remote; USD 31,000 - 79,000; Full time

Benefits offered by this job

Remote work

Retirement plan

Tuition assistance

Health benefits

Paid time off

Job summary

Kaplan is seeking a Client Success Manager to drive retention and growth across a portfolio of mid-tier accounts in North America. The role partners with sales leadership to identify cross-sell and upsell opportunities while managing renewals and ensuring high customer satisfaction.

The ideal candidate will excel in communication, relationship building, data analysis, and a proactive, customer-centric approach.

Qualifications

• Bachelor's Degree in Business or related field required.
• 4+ years in customer experience, account management, or program management with a large portfolio of accounts.
• Experience with process management and cross-functional collaboration.

Responsibilities

• Implement relationship management processes for mid-revenue accounts, identifying cross-sell opportunities.
• Act as primary contact for stakeholders to ensure seamless communication and collaboration.
• Develop tailored engagement plans for different account tiers focused on retention and growth.
• Manage renewal cycles with email and call cadence.
• Ensure timely delivery of customer contracts and identify opportunities for additional offerings.
• Conduct regular account reviews to identify risks and mitigation strategies.
• Collaborate with sales to drive cross-sell and upsell via product knowledge.
• Gather partner feedback to inform engagement plans and product development.

Skills

Communication

Relationship building

Problem solving

Data analysis

Technical proficiency

Customer-centric mindset

Proactive approach

Adaptability

Education

Bachelor's Degree in Business or related field

Associate’s Degree with four years of experience

Master’s Degree or MBA

Job description

Kaplan is seeking a Client Success Manager to drive retention and growth across a portfolio of mid-tier accounts in North America. The role partners with sales leadership to identify cross-sell and upsell opportunities while managing renewals and ensuring high customer satisfaction.

The ideal candidate will excel in communication, relationship building, data analysis, and a proactive, customer-centric approach.