Client Success Manager - Business & Government

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Success Manager - Business & Government based in United States.

This role is focused on helping business and government customers achieve measurable value throughout their technology journey.
You will build trusted relationships, understand customer objectives, and develop tailored engagement plans that strengthen adoption, satisfaction, and retention.
Working across customer success, sales, marketing, support, and specialist teams, you will coordinate resources to address challenges and deliver meaningful outcomes.
The position combines strategic account management, project coordination, technology adoption, executive communication, and proactive problem-solving.
You will guide customers through modernization initiatives while sharing best practices, industry insights, and opportunities to deepen their use of available solutions.
The role also contributes to renewals, expansion opportunities, customer advocacy, events, and continuous improvement initiatives.
This is a remote U.S. position with approximately 25–50% travel for onsite customer engagements and events.

Accountabilities:
- Develop strong, long-term customer relationships focused on achieving business objectives and maximizing value from technology solutions.

- Create and execute tailored account engagement plans that support customer goals, modernization initiatives, adoption, satisfaction, and positive sentiment.

- Apply prescriptive customer success playbooks according to individual customer needs and circumstances.

- Build a comprehensive understanding of the full portfolio of products and services, including their value propositions, use cases, and support models.

- Conduct regular business reviews to evaluate progress against shared objectives and identify opportunities for improvement.

- Monitor and act on customer sentiment data, including surveys, NPS responses, and direct customer feedback.

- Connect customers with best-practice resources, recommendations, expert support, feedback sessions, research initiatives, and relevant community opportunities.

- Encourage customer participation in online communities and virtual or in-person events that facilitate networking, knowledge sharing, and peer learning.

- Partner with Marketing to organize and deliver customer webinars and onsite events.

- Support regional sales teams in identifying cross-sell, upsell, and expanded services opportunities.

- Contribute strategic insights to renewal activities and help position customer value during renewal discussions.

- Act as an internal customer advocate, coordinating support and organizational changes needed to help customers achieve their objectives.

- Manage the customer experience through proactive outreach, meetings, recommendations, aligned communications, and follow-up strategies.

- Coordinate internally with subject matter experts, strategists, and other specialists to resolve customer issues and maintain focus on customer and business needs.

- Keep customers informed about relevant product developments, resources, industry trends, and best practices.

- Drive customer advocacy through references, success stories, and other appropriate activities.

- Maintain accurate records of key contacts, engagements, workflows, health scores, and risk assessments within customer success systems.

- Build relationships across customer organizations, including with C-suite and institutional leadership.

- Travel approximately 25–50% as needed for onsite customer engagements and events.

Requirements:

- Bachelor’s degree or equivalent professional experience.

- At least 5 years of relevant experience in Sales, Customer Experience, Customer Success, Account Management, and/or Education Technology within B2B and/or Government environments.

- At least 1 year of experience working with the relevant LMS platform or directly supp