Customer Success Manager

Customer Success Manager

Remote - United States

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Customer Success Management team ensures that customers realize maximum value throughout their Anthology journey. The role of the Customer Success Manager is to engage strategically with customers to understand their goals, drive product adoption, identify growth opportunities, and foster long-term partnerships. This role works collaboratively across Anthology teams to ensure a seamless customer experience and to support strategic initiatives that lead to expansion and retention. The ideal candidate embraces a customer-first mindset, excels at building relationships and executive-level trust, and thrives in driving business outcomes across all phases of the customer lifecycle.

As a Customer Success Manager, you will routinely exercise discretion

Primary responsibilities will include:  

• Developing and executing strategic account engagement plans to ensure customer business objectives are met and value is maximized
• Serving as a trusted advisor to customers, driving adoption and identifying opportunities for growth across the Anthology portfolio
• Collaborating cross-functionally to align customer objectives with Anthology's solutions and product roadmap
• Consistently engaging with customers to deliver proactive insights, promote best practices, and enhance customer experience
• Partnering closely with Sales to identify and nurture expansion opportunities, supporting account growth and retention strategies
• Providing strategic guidance and creative recommendations to help customers solve challenges and achieve success milestones
• Monitoring customer health, managing risks, and advocating internally for customer needs to drive continuous improvement and innovation
• Managing and documenting all key customer interactions, account plans, and strategic activities in our customer success platform, Planhat
• Participating in customer programs such as the Anthology Community, user events, and conferences to strengthen customer engagement
• Maintaining a high level of expertise across Anthology solutions to deliver value-driven conversations and recommendations
• This job will require occasional travel

The Candidate: 

Required skills/qualifications: 

• 5–8 years of experience in a customer success, account management, or sales role
• Bachelor’s degree
• Strong track record of customer engagement, relationship management, and driving business outcomes
• Excellent oral and written communication skills, with the ability to present to diverse audiences
• Highly motivated and able to work independently in a dynamic environment
• Strong problem-solving, critical thinking, and strategic planning skills
• High degree of emotional intelligence and empathy
• Ability to manage multiple priorities and deadlines effectively
• Experience with CRM and CSP tools like Salesforce and Planhat
• Proven ability to collaborate with global, cross-functional teams
• Detail-oriented with strong organizational skills
• Deep understanding of SaaS systems and customer lifecycle management
• Fluency in written and spoken English

Preferred skills/qualifications: 

• Experience managing or supporting customer growth initiatives such as upsell, cross-sell, or renewals
• Experience working in a SaaS company, particularly in a customer-facing or commercially-driven role
• Experience in Higher Education working with LMS, CRM, ERP, and/or SIS systems
• Advanced Degree

Pay range is $63,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.