Customer Success Manager (Associate Director), Forage

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,800 institutions to drive transformative change through data-driven insights and best-in-class capabilities. From kindergarten to college to career, EAB partners with leaders and practitioners to accelerate progress and drive results across enrollment, student success, institutional strategy, data analytics, and advancement. We work with each partner differently, tailoring our portfolio of research, technology, and marketing and enrollment solutions to meet the unique needs of every leadership team, as well as the students and employees they serve.

At EAB, we serve not only our partner institutions but each other-that's why we are always working to make sure our employees love their jobs and are invested in their communities. See how we've been recognized for this dedication to our employees by checking out our recent awards.

For more information, visit our Careers page.

About Forage

Forage provides best-in-class virtual job simulations and career preparation tools to students worldwide. The simulations offer students a real-world look at a wide variety of companies and career paths so they can make more informed choices after college. Forage's job simulations help over 100 companies build brand awareness with students, identify and nurture high-intent applicants, and increase efficiency in the recruiting process. Forage is the enterprise technology arm of Seramount, a division of EAB that provides talent solutions to 500+ corporations, including half of the Fortune 1,000.

The Role in Brief:

Customer Success Manager (Associate Director), Forage

As a Customer Success Manager, you'll be at the forefront of our enterprise partner relationships - responsible for owning and nurturing those relationships on behalf of Forage. Drawing upon your proven expertise in managing high-value enterprise accounts, retaining and growing revenue, you'll excel at client service, communicating industry and product insights, and building enduring relationships with VP level leaders and business users.

You'll join a lean and global high-performance team, with your work having a direct impact on the success of our employer partners, and in turn, Forage. The role is client-facing and requires a passion for building strong, lasting commercial relationships that allow our largest customers to feel, and be, successful with Forage.

This role is listed as Customer Success Manager (Associate Director) for posting purposes; the official and internal title of this hire is expected to be Strategic Leader to align with EAB business norms.

This position may be based in Washington, D.C.; Richmond, VA; or is open to remote employment within the continental United States.

Primary Responsibilities:

• Own the Success/Product Adoption relationship for some of Forage's largest accounts: Own and strengthen relationships with high-value Strategic Accounts including several Fortune 500 companies, including to drive product adoption, create opportunities for account expansion across geographies and business lines, run quarterly business reviews and build business cases to circulate to various stakeholders. You will be responsible for managing a book of accounts based in the United States, the United Kingdom and Australia. For each of these accounts, you will become the 'trusted advisor' to senior executives within our partners' teams, so those senior stakeholders can realize the full potential of the Forage product for Early Talent teams.
• Relationship Building: Initiate and grow strong, enduring relationships with business users and VP level executives. Leverage these relationships to (i) clearly demonstrate ROI to your customers and work with those partners to unlock additional ROI (ii) support the Global Account Managers to identify revenue upsell and expansion opportunities.
• Cross Functional Collaboration: Strategize with the Account Management team as well as cross functional teams such as Product, Program Production, Education Partnerships and Marketing as required, and be hands-on supporting and working with them to ensure client delight and success.
• Strategic Account Planning: Develop and execute strategic plans to maximize value for clients, expand account value and enhance long-term partnerships (including story telling with data). Work with SL Leadership to continuously build out our Partner Success playbook, develop and execute on creative strategies to maximize success for our partners and ruthlessly prioritize to deliver high partner service.
• Internal Customer Advocacy: Identify new opportunities to unlock value for your customer through collaborating internally with cross-functional teams. Be the biggest advocate for your clients and innovate and explore options to continue to drive customer results.
• Metrics Achievement: Consistently meet or exceed partner success metrics, including retention, hireshare (or % of Forage candidates hired by our Partners), customer satisfaction and product adoption goals.
• Industry Insight: Develop a deep familiarity with the relevant industry and market trends in the early talent space and be able to successfully communicate this to partners in a compelling manner.

Basic Qualifications:

• Bachelor's degree or equivalent professional experience and 5+ years of experience
• 5+ years of proven success managing and driving success (revenue retention & growth) with large enterprise accounts (ideally for a B2B SaaS company).
• Proven leadership in navigating large, complex organizations to identify and engage key stakeholders and "champions", with a focus on developing and strengthening strategic relationships (virtually and in person)
• Demonstrated ability to influence and build authentic relationships with VP-level executives and other senior decision-makers, in addition to cultivating trust with business users across multiple regions
• Track record of exceeding revenue, retention, expansion and product adoption targets, with a focus on driving long-term strategic growth and scalability
• Extensive experience owning and managing a high value, strategic book of business - with the capability to prioritize and execute on complex projects while balancing competing initiatives to ensure an exceptional and consistent customer experience
• Advanced ability to leverage data-driven insights to craft compelling narratives and demonstrate the full ROI and strategic value of Forage to senior stakeholders and partners
• Exceptional communication, leadership and execution skills, with a high level of attention to detail and the ability to influence cross-functional teams and drive initiatives at a strategic level
• Recognized as a thought partner and trusted advisor to senior stakeholders, with the ability to anticipate business needs, offer innovative solutions, and think outside the box to drive strategic outcomes and long-term value for customers
• Willingness to work with international/global partners, including in AU/UK time zones (this means sometimes joining calls in time zones outside of US regular working hours)

Ideal Qualifications:

• Commercial, ambitious, scrappy and results-oriented individual who wants to be a top performer
• Deep sense of curiosity, obsessed with learning about our customers and our product
• Recognized as a thought partner and trusted advisor to senior stakeholders, with the ability to anticipate business needs, offer innovative solutions, and think outside the box to drive strategic outcomes and long-term value for customers.
• Self-starter who believes nothing is beneath them and nothing is above them
• Master relationship builder, someone who genuinely loves building meaningful connection with people and team mates
• Individuals who believe in the benefits of democratizing access to education.
• Commitment to valuing diversity, practicing inclusive behaviors, and contributing to an equitable working and continual learning environment in support of EAB's DE&I Promise

If you've reached this section of the job description and are unsure of whether to apply, please do! At EAB, we welcome diversity of background and experience. We would encourage you to submit an application if this is a role you would be passionate about doing every day.

Compensation:

The anticipated starting salary (base) range for this role is $57,500 - $90,000 per year. Actual salary varies due to factors that may include but not be limited to relevant experience, skills, and location. At EAB, it is not typical for an individual to be hired at or near the top of the starting salary range for their role.

This hire will additionally be eligible for discretionary bonus or incentive compensation. Variable compensation may depend on various factors, such as individual and organizational performance.

Benefits:

Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package. Our benefits currently include:

• Medical, dental, and vision insurance plans; dependents and domestic partners eligible
• 20+ days of PTO annually, in addition to paid firm and floating holidays
• Daytime leave policy for community service and flextime for fitness activities (up to 10 hours per month each)
• 401(k) retirement savings plan with annual discretionary company matching contribution
• Health savings account, healthcare and dependent care flexible spending account, and pre-tax commuter plans
• Employee assistance program with counseling services and resources available to all employees and immediate family
• Wellness programs including gym discounts, incentives to promote healthy living, and family access to the leading app for sleep, meditation, and relaxation
• Gender affirming care coverage
• Fertility treatment coverage and adoption or surrogacy assistance
• Paid parental leave with phase back to work program for birthing and non-birthing parents
• Access to milk shipping service to support nursing employees during business travel
• Discounted pet health insurance coverage for dog and cat family members
• Company-provided life, AD&D, and disability insurance
• Financial wellness resources and membership in a robust employee discount program
• Access to employee resource groups, merit-based advancement, and dynamic professional growth opportunities

Benefits kick in day one; learn more at eab.com/careers/benefits.

This opening is not eligible for visa sponsorship at this time; EAB will thus consider candidates who possess U.S. work authorization that does not require employment-based visa sponsorship now or in the future.

At EAB, we believe that to fulfill our mission to "make education smarter and our communities stronger" we need team members who bring a diversity of perspectives to the table and are committed to fostering a workplace where each team member is valued, respected and heard.

To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don't discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.