Senior Customer Success Manager

• Leading the development and execution of strategic account plans to ensure customer objectives are achieved and value from Blackboard solutions is maximized
• Serving as a trusted advisor to senior and executive stakeholders, guiding customers on best practices, adoption strategies, and long-term success
• Driving product adoption and value realization across Blackboard solutions, using data and insights to inform engagement
• Partnering closely with Sales to identify, shape, and support expansion opportunities, contributing to growth and retention outcomes
• Playing a key role in renewal strategy and execution, ensuring alignment on value and positioning for successful outcomes
• Providing strategic guidance and recommendations to help customers solve complex challenges and achieve institutional goals
• Proactively monitoring customer health, identifying risks, and leading mitigation strategies for at-risk accounts
• Acting as the primary point of coordination across internal teams, ensuring alignment and effective delivery for the customer
• Influencing internal stakeholders to drive improvements in customer experience, product adoption, and service delivery
• Maintaining a high level of expertise across Blackboard solutions to support value-driven, outcome-focused conversations
• Managing and maintaining accurate account plans, activities, and customer data within systems such as Salesforce and Planhat
• Supporting customer engagement through community participation, events, and strategic programmes
• Representing Blackboard as a trusted partner and building strong relationships across customer organisations
• This role requires travel 30-50% of the time

• Advanced degree
• Fluency in European languages                     

Blackboard advances teaching excellence and unlocks the full potential of technology to deliver meaningful outcomes. We empower institutions to deepen connections between educators and learners, inspire engagement, and drive long-term academic success across the full learner journey.  For more information, please visit www.blackboard.com.  

Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.

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.   

Blackboard 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.