Corporate Customer Success Manager - Americas

Corporate Customer Success Manager - Americas Washington DC (1 - 2 days/week in the office) SALARY: $70K - $75K per year plus commission

Inside Higher Ed provides the latest news, analysis and solutions for the entire higher education community. Inside Higher Ed is owned by Times Higher Education (THE), the world’s most authoritative source of data, analysis and information on higher education, with five decades’ experience dedicated to the field.

Our mission is to provide forward-looking insights and services to the entire higher education community, empowering individuals and organizations to excel and transform learners’ lives.

Basic Scope & Primary Objectives

Reporting to the Head of Client Solutions – Americas, the Customer Success Manager – Americas serves as the primary post-sale contact for assigned corporate, non-profit, association, and foundation clients. This role is responsible for managing the successful implementation and delivery of a broad portfolio of marketing, content, events, consulting, and data solutions while ensuring an exceptional client experience.

Working closely with Sales, Marketing, Editorial, Design, Fulfilment, Consulting, Data, and Operations teams, the Customer Success Manager oversees projects from onboarding through completion, ensuring deliverables are executed on time, aligned with client objectives, and positioned for long-term success. The role combines project management, strategic client consulting, campaign execution, and customer success, with a strong focus on client satisfaction, renewals, and partnership growth.

Key Responsibilities

Customer Success & Client Relationships

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Serve as the primary point of contact for assigned customer accounts, ensuring an exceptional client experience while coordinating with internal stakeholders.

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Lead customer onboarding and implementation planning.

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Build trusted client relationships by understanding business objectives and identifying opportunities to maximize value.

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Collaborate with Marketing to develop customer success stories and case studies.

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Represent the company at key customer meetings, events, and conferences to strengthen client relationships.

Campaign Management & Implementation

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Manage the successful implementation and fulfilment of client engagements from onboarding through completion, including integrated marketing campaigns, sponsored content, digital advertising, webinars, newsletters, events, consulting engagements, and proprietary data solutions.

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Develop project timelines, communicate deliverables and milestones, and coordinate execution across Sales, Marketing, Editorial, Design, Fulfilment, Events, Consulting, and Data teams.

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Serve as the central point of coordination between clients and internal subject matter experts throughout each engagement.

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Manage multiple concurrent projects while ensuring deadlines, quality standards, and client expectations are consistently met.

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Review creative assets, monitor campaign progress, proactively resolve implementation challenges, and communicate updates to clients and internal stakeholders.

Client Retention & Account Growth

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Build long-term client relationships through regular communication, campaign reviews, and strategic guidance.

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Provide recommendations to improve campaign performance and overall marketing effectiveness.

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Proactively identify and resolve challenges to ensure high levels of client satisfaction and retention.

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Partner with Sales to identify opportunities for renewals, upsells, and expanded client engagement.

Strategy & Best Practice

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Prepare and present campaign performance reports, highlighting key metrics, insights, and recommendations.

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Maintain accurate records in Salesforce and project management systems.

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Recommend process improvements that enhance operational efficiency and the customer experience.

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Share client feedback and market insights to support product development and future marketing solutions.

Person Specification

Essential Skills & Qualifications

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Solid understanding of customer success, client retention, and relationship management principles, with a focus on delivering an exceptional customer experience.

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Strong relationship-building and communication skills, with the ability to engage clients and internal stakeholders at all levels.

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Excellent project management and organizational skills, with the ability to manage multiple concurrent client engagements and competing priorities.

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Strong analytical skills, with the ability to interpret campaign performance, customer data, and engagement metrics.

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Ability to collaborate effectively across cross-functional teams, including Sales, Marketing, Editorial, Design, Fulfilment, Consulting, Data, and Operations.

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Proactive, solutions-oriented, and customer-focused, with exceptional attention to detail.

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Self-motivated and adaptable, with the ability to thrive in a fast-paced environment with evolving priorities and multiple simultaneous projects.

Desirable Skills & Qualifications

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Experience in Customer Success, Account Management, Project Management, Marketing, Advertising, Media, Publishing, Consulting, or another B2B client-facing role.

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Experience managing integrated marketing campaigns, digital advertising, sponsored content, webinars, events, lead generation programs, or branded content.

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Experience coordinating consulting engagements, proprietary data products, research initiatives, or analytics solutions.

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Familiarity with digital marketing metrics, campaign reporting, and CRM/project management platforms such as Salesforce, Asana, or similar tools.

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Experience delivering client onboarding, consultative support, and cross-functional project coordination.