[Hiring] Client Success Manager @General Assembly

Role Description

As a Customer Success Manager, you support the delivery of General Assembly's largest client programs and help grow our most critical accounts. You will be a key member of a cross-functional, client-facing team responsible for managing $5-8 million in annual client revenue.

Responsibilities

• Support Senior Client Success teams in managing Fortune 100 client relationships and account expansion strategies.
• Execute engagement and delivery strategies for both online and in-person training programs.
• Document direct costs associated with program delivery.
• Own internal and client-facing meeting summaries, including key decisions and action items.
• Track day-to-day program success through learning and sentiment metrics.
• Collaborate with internal teams to ensure high-quality corporate program delivery.
• Create and present delivery reports containing qualitative and quantitative data.

Qualifications

• At least 2+ years of prior work experience with polished communication and a strong work ethic.
• Minimum 2+ years in consulting, customer service, or client management working with various stakeholders.
• 2+ years of proficiency using Excel and Google Suite.
• Experience in project management or coordinating training programs is a plus.
• Ability to handle significant travel, up to 50%.

Requirements

• Core Competency: Process Management - Good at following and managing the processes necessary to get things done, organizing people and activities, and simplifying complex processes to get more out of fewer resources.
• Core Competency: Customer Focus - Centering every decision, artifact, and interaction on making the client happy and maximizing their experience and outcome, without being incentivized by internal margins.
• Core Competency: Action Oriented - Drive and initiative to achieve client outcomes. Performance is measured by client outcomes, satisfaction, account health, and retention; effort is the price of entry, impact is the standard.
• Core Competency: Problem Solving - Proactively flagging and addressing risks and issues early and in writing with a corresponding plan, ensuring there are "no surprises" for the client or leadership.
• Core Competency: Interpersonal Savvy - Representing the company professionally across all interactions and artifacts, upholding a single global quality bar, and being accountable for the behavior of all delivery teams and instructors.
• Core Competency: Written Communications - Ensuring all written artifacts meet a high standard of quality, accuracy, and compliance before external sharing, and that content is data-backed.
• Core Competency: Presentation Skills - Leading discussions and presenting data-backed information to clients and stakeholders to drive evidence-based decisions, not decisions based on anecdote.

Benefits

• The anticipated annualized salary range for this position in the US market is $80,000 and $85,000.
• Salary will be determined based on experience, education, geographic location, and other factors.
• If hired as a regular full-time employee, this position will include a variable compensation plan which could be a bonus or a commission.
• US benefit offerings for full-time employment may include medical, dental, vision, term life insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans & reimbursement and retirement programs.
• Available paid leave may include paid time off, parental leave, and holiday pay.