Surpass Behavioral Health · 2 hours ago
Client Success Manager
United States
Full-time
Remote
Mid Level
$31K/yr - $79K/yr
4+ years expKaplan is a global company focused on education and technology, seeking a Client Success Manager to drive retention and growth within their mid-tier supplemental education account portfolio. The CSM will manage account health, foster relationships, and identify growth opportunities through strategic planning and collaboration with sales leadership.
Health CareMental HealthTherapeutics
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. The primary internal cross-functional stakeholder for this role is sales leadership
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
Qualification
Required
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
Master's Degree or MBA
Benefits
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
Company
Surpass Behavioral Health
Surpass Behavioral Health offers ABA therapy for children and teens with autism, focusing on impactful, tailored programs.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Byrdsong
Founder and CEO
Company data provided by crunchbase