Customer Success Manager

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity

Harvard Business Publishing (HBP) is the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

THE OPPORTUNITY:

Harvard Business Impact (HBI) empowers educators to prepare students who can navigate tomorrow’s complex challenges.

The Customer Success Manager (CSM) – Europe plays a pivotal role in ensuring customers across Europe and the Middle East achieve their goals through effective adoption and sustained use of HBI products. Serving as an expert point of contact, in partnership with Sales, this position will support our diverse clientele, including professors, administrators, and deans, through onboarding, training, and day-to-day engagement.

Reporting to the Director of Customer Experience, the Customer Success Manager will have a strong focus on execution and driving customer outcomes, will advocate for the goals of our customers, strategize on how to help them meet those goals, and provide support to meet those outcomes. This includes developing deep product expertise and the ability to clearly articulate the value and use of HBI’s digital product portfolio. Through a combination of one-to-one and one-to-many interactions, the CSM will ensure seamless customer experiences and measurable impact that drive both growth and long-term loyalty.

This role requires a sharp focus on operational excellence and proactive management of customer deliverables and support. The ideal candidate brings a strategic approach to customer relationship management, ensuring that daily interactions contribute to long-term satisfaction, retention, and impact. Success in this role requires a strong understanding of the customer lifecycle, exceptional communication and presentation skills, the ability to engage diverse stakeholders, comfort with technologies, and project management expertise.

What you’ll do

• Serve as a primary regional advisor to educators, administrators, and institutional stakeholders to ensure successful adoption and ongoing usage of HBI products and services.

• Lead tailored product demonstrations, debriefs, and training sessions for individuals and groups of customers and prospects to support educational objectives.

• Oversee the implementation of new B2B customers, including high-touch onboarding, system configuration, and usage reporting, ensuring a premium experience for high-value accounts.

• Develop and maintain deep knowledge of the HBI’s active learning pedagogy and product suite—including digital products, Admin tooling, partner LMS platforms, and more — and use that expertise to drive growth across the region:

  • Showcase HBI’s active learning approach and effectively connect product recommendations to educator and institutional objectives

  • Leverage in-depth knowledge of simulations and eLearning products to drive cross-sell and upsell opportunities and guide faculty in selecting the most effective course content.

  • Serve as a technical lead for LMS integrations, applying deep knowledge of standards (e.g., LTI 1.3 and LTI Advantage) to guide institutional partners through successful implementation.

• Provide responsive support to customers across Europe and the Middle East, managing Zendesk and JIRA case resolution in alignment with HBI’s service standards and SLAs. Escalate and document issues through established channels to ensure timely resolution by Product and Engineering teams.

• Support regional workshops – in person and virtually – for premium customers, providing serving as subject matter expert for faculty, facilitators, and institutional stakeholders.

• Support the growth of HBI’s faculty advisor program by driving regional participation and cultivating faculty relationships, helping to build a strong and sustainable enablement infrastructure across the region. 

• Collaborate with Sales and cross-functional teams to drive regional growth through strategic account planning, customer engagement, and special projects that drive scalability, efficiency, product innovation, and growth.

• Track and report on key customer success metrics and delivery KPIs to monitor impact and drive continuous improvement.

• Leverage tools such as Tableau, Salesforce, Zendesk, and AI-powered platforms to streamline workflows and enhance efficiency.

What you’ll bring

• 5+ years in customer success, onboarding, project management, or implementation—preferably in SaaS, EdTech, or B2B. 

• Exceptional verbal and written skills; confident presenter able to engage diverse stakeholders from faculty to leadership.

• Must be fluent in English and Spanish.

• Highly organized, self-directed, and tech-savvy. Proficient in Salesforce, Zendesk, Microsoft Office, and virtual collaboration tools (Webex, Zoom). 

• Passion for customer experience, proactive problem-solving, and continuous learning. Comfortable with ambiguity and fast-paced environments.

• Flexible team player with experience in matrixed, cross-functional settings.

• Curious about emerging technologies, educational trends, and best practices in customer success.

• Willing to travel 10–15% annually across Europe and the Middle East.

You’ll stand out if you have

• Familiarity with LMS platforms and LTI 1.3 integration is desirable.

• Background in education or working with academic institutions is a plus.

• French proficiency is a bonus.

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

This position is offered as a contract-to-perm role. Compensation is based on an annual salary of €55,000–€70,000, depending on experience and qualifications.