BARBRI

Compensation

Full Description

Position Overview As a Client Success Manager (CSM), you will serve as the strategic partner and trusted advisor to our B2B clients in the legal, corporate, and professional services sectors. You will drive customer value, ensure successful adoption of our professional development solutions (including Skills and CLE product lines), and identify opportunities for growth and expansion. This pivotal role focuses on post-sale client success, delivering exceptional outcomes, securing renewals with incremental growth, and collaborating on upsell/cross-sell initiatives. You will own the client relationship, monitor account health, and contribute to revenue targets through proactive engagement and partnership with Business Development Managers (BDMs) and cross-functional teams. Key Responsibilities Client Success & Relationship Management • Own the client relationship post-sale, serving as the primary point of contact for onboarding, adoption, and ongoing success. • Build trusted, strategic relationships with stakeholders across enterprise organizations, including C-suite executives, professional development managers, HR/recruiting teams, and those responsible for diversity, compliance, recruitment, and professional development. • Ensure clients achieve measurable value and outcomes aligned with their goals, navigating complex org structures to build support for retention and expansion. • Lead quarterly business reviews (QBRs), strategic check-ins, and usage reporting to reinforce impact, address issues, and identify new opportunities. Growth & Expansion • Identify, qualify, and execute upsell/cross-sell opportunities to increase usage, penetration, and revenue across product sets. • Partner with BDMs and the net-new sales team to coordinate expansion initiatives and meet/exceed revenue targets for existing accounts. • Contribute to account planning, share client insights, and maintain awareness of decision-making processes to unlock additional value. • Manage CRM (Salesforce) for sales motions, pipeline hygiene, strategic account plans, and forecasting deal progressions (e.g., at-risk business, upsells). Onboarding, Adoption & Value Realization • Guide clients through onboarding and implementation, partnering with internal stakeholders to allocate resources and ensure a smooth transition with early time-to-value. • Drive usage, adoption, and engagement across our full suite of professional development offerings, providing triage for consumption or delivery issues. • Proactively identify and resolve barriers, leveraging marketing, operations, and other teams for seamless delivery and optimized user experience. • Maintain in-depth knowledge of our education/training offerings, industry trends, competitor landscape, and customer feedback to inform innovation and roadmap insights. Reporting, Health Monitoring & Retention • Monitor client health, usage metrics, satisfaction, and risk indicators to mitigate churn and stage opportunities. • Track and report on key metrics, including adoption trends, expansion pipeline, renewal health, customer engagement, and sales growth. • Manage renewal conversations, prepare forecasts, and maintain accurate, up-to-date records in CRM and client success platforms. • Collaborate with RevOps for dashboard reporting, lead routing, and process optimization. What We’re Looking For • 4–7 years of experience in Customer Success, Account Management, or Strategic Client Services, ideally in a B2B environment within legal, professional services, or education. • Proven track record of driving adoption, retention, upsell growth, and meeting/exceeding revenue targets. • Strong relationship-building skills with comfort engaging executive stakeholders and navigating large enterprises. • Ability to translate client goals into actionable plans, product solutions, and optimized processes. • Excellent communication, negotiation, project management, and problem-solving skills. • Results-oriented self-starter with high accountability, a collaborative mindset, and proficiency in CRM software (ideally Salesforce) and Microsoft Office Suite. • Familiarity with legal/corporate verticals and professional development trends a plus. Why This Role Matters You will be at the forefront of client impact, bridging our solutions to their goals and driving retention, expansion, and long-term partnerships. Your work will directly contribute to our growth, enabling us to support the world's leading organizations in their professional development journeys while optimizing sales processes for sustained success. Thrive Beyond the Basics: Our Perks Package We believe your dedication deserves more than just a paycheck. That's why we offer a comprehensive perks package designed to support your well-being and fuel your passions. Here's a taste of what awaits you: Competitive Benefits: Health, dental, vision, and life insurance plans to keep you and your loved ones covered. Plus, a healthy contribution to your 401(k) retirement savings. Work-Life Harmony: We prioritize a healthy balance. Enjoy generous paid time off, including vacation, sick leave, volunteer and other "personal" days, to recharge and explore your interests. Wellness Programs: Stay healthy and happy with an on-site fitness facility in our HQ, discounts on gym memberships, and wellness initiatives to support your physical and mental well-being. Continuous Learning Opportunities: As an education company, we believe in the power of learning. Access our extensive library of educational resources, courses, and workshops to enhance your skills and knowledge in both professional and personal development areas. Flexible Work Arrangements: We understand the importance of work-life balance. Enjoy flexible work hours and remote work options, allowing you to manage your schedule and responsibilities effectively. Opportunities for Growth and Advancement: We're committed to helping you reach your full potential. Benefit from opportunities for career growth and advancement through mentorship programs, volunteer opportunities, performance evaluations, and ongoing feedback/coaching sessions. Employee Assistance Program: Life can be unpredictable, and we're here to support you through challenging times. Access our employee assistance program for confidential counseling, legal assistance, and other support services. And More! At Barbri, we believe that investing in our employees leads to mutual success. Join us and be part of a passionate team dedicated to transforming education through innovative technology. Barbri is an equal opportunity employer workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to creating an inclusive environment where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents. Qualified applicants will receive consideration for employment without regard to their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join us in our mission to empower individuals through education and technology. We welcome candidates from all backgrounds to apply and help us build an inclusive workforce.