Client Success Manager

Position Summary:

Penn Foster Group is seeking an experienced, energetic, and client-focused professional to join our Client Success team as a Client Success Manager (Multi-Vertical). This dynamic role will support and grow a diverse portfolio of clients across key verticals such as high school, healthcare, skilled trades, and others. The CSM will play a critical role in ensuring client satisfaction and success by empowering partners to support their learners’ journeys, maximizing the lifetime value of our partnerships, and building long-term, strategic client relationships.

This role is part of the Enterprise Solutions (ES) division, which delivers Penn Foster Group’s industry-leading education and training programs through strategic partnerships. As a multi-vertical CSM, you will work cross-functionally with internal teams — including Product, Marketing, Education, and Leadership — to provide exceptional service and measurable value to a broad range of client partners. Success in this role will be driven by retention, client engagement, and growth goals, supported by a collaborative and mission-driven team.

Penn Foster Group is dedicated to equipping individuals with the skills they need to grow their careers and improve their lives. If you thrive in client management, enjoy variety in your day-to-day, and are passionate about impact-driven work, this is a meaningful opportunity to contribute and grow.

Essential Job Functions:

• Client Partnership: Build and maintain consultative relationships with clients across multiple industries to align educational programs with their strategic goals and learner outcomes.
• Contract Management: Ensure timely renewals, drive annual contract value, and promote long-term client retention through effective relationship and value management.
• Product Expertise: Develop a working knowledge of Penn Foster Group’s broad program offerings — from high school completion and skilled trades to healthcare and professional development — to serve as a trusted advisor.
• Outcome Optimization: Identify, measure, and track both learner and organizational outcomes; leverage data to drive continuous program improvement and client success.
• Client Advocacy: Represent the voice of the client internally by providing actionable feedback to internal teams and helping shape the roadmap for future product and service improvements.
• Cross-Functional Collaboration: Work with internal stakeholders (Sales, Marketing, Product, Academics, Student Support) to deliver a cohesive and impactful client experience.
• Business Reviews: Lead regular business reviews with client stakeholders to showcase value, discuss results, and identify expansion opportunities.
• Issue Resolution: Proactively identify, troubleshoot, and resolve client concerns while maintaining transparency and trust.
• Strategic Growth: Identify opportunities for account growth and partner expansion by developing relationships with key decision-makers and understanding their evolving needs.
• Project Leadership: Manage initiatives or lead small cross-functional teams to ensure delivery aligns with client goals and internal priorities.

Knowledge, Skills, and Abilities:

• Multi-Industry Fluency: Strong preference for experience serving a variety of verticals (e.g., healthcare, education, skilled trades, workforce development). Ability to tailor strategies and communication to suit different industries and client personas.
• Relationship Management: Build trusted partnerships with stakeholders at all levels, from program administrators to C-suite decision-makers.
• Strategic Communication: Clearly convey program outcomes, opportunities, and data-driven recommendations through compelling presentations and storytelling.
• Analytical Insight: Use data to inform decision-making, demonstrate ROI, and recommend program enhancements.
• Adaptability: Confidently manage multiple client types, project scopes, and vertical-specific needs in a fast-paced environment.
• Project & Time Management: Juggle multiple priorities and projects effectively, delivering high-quality outcomes on time and within scope.
• Collaborative Leadership: Influence outcomes across teams and with clients even without direct authority.
• Continuous Learner: Embrace feedback and industry trends with a growth mindset and a drive to constantly improve.

Qualifications:

• Experience: 5+ years in client success, account management, partnerships, or a related field. Experience working with clients in at least one of the following areas is highly preferred: healthcare, education, skilled trades, social purpose, workforce development.
• Track Record: Proven ability to manage complex client relationships and drive engagement, renewals, and account growth.
• Skills: Strong communicator with excellent presentation, data analysis, and project management skills.
• Education: Bachelor’s degree required; advanced degree or relevant certifications (e.g., PMP, education administration, healthcare administration) are a plus.
• Technical Proficiency: Experience with CRM systems (Salesforce preferred), data and analytics tools, and project management platforms.