Client Success Manager

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 60,000 full- and part-time alumni — and counting. In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our upskilling and reskilling initiatives. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.

GA is at the leading edge of creating practical solutions to one of the most pressing challenges of our time - the future of work. As recognized by The World Economic Forum, BCG, the OECD and more, these are big challenges to which only a few companies are offering real solutions. In this role, you'll be speaking every day to corporate leaders who rely on GA to help them apply these solutions to their workforce of the future. 

Role Description

As a Customer Success Manager, you support the delivery of General Assembly's largest client programs and help grow our most critical accounts. You will be a key member of a cross-functional, client-facing team responsible for managing $5-8 million in annual client revenue.

Responsibilities

• Support Senior Client Success teams in managing Fortune 100 client relationships and account expansion strategies.

• Execute engagement and delivery strategies for both online and in-person training programs.

• Document direct costs associated with program delivery.

• Own internal and client-facing meeting summaries, including key decisions and action items.

• Track day-to-day program success through learning and sentiment metrics.

• Collaborate with internal teams to ensure high-quality corporate program delivery.

• Create and present delivery reports containing qualitative and quantitative data.

Skills & Qualifications

• Experience: At least 2+ years of prior work experience with polished communication and a strong work ethic.

• Client Management: Minimum 2+ years in consulting, customer service, or client management working with various stakeholders.

• Technical Proficiency: 2+ years of proficiency using Excel and Google Suite.

• Leadership: Experience in project management or coordinating training programs is a plus.

• Travel: Ability to handle significant travel, up to 50%.

Competency Rubric

Core Competency

Definition

We Know We See it When

We Know We Don't See it When

Process Management

Good at following and managing the processes necessary to get things done, organizing people and activities, and simplifying complex processes to get more out of fewer resources.

A documented project plan is well understood by all team members. Process is used to increase efficiency, not complexity.

There is no documented project plan in place or the team is unaware of the process. Unnecessary steps are added that slow down the team.

Customer Focus

Centering every decision, artifact, and interaction on making the client happy and maximizing their experience and outcome, without being incentivized by internal margins.

Every decision is judged by its impact on the client outcome. Consistently acts as a trusted advisor, pushing back constructively when necessary.

Decisions prioritize avoidance of internal complexity over client outcomes. Fails to provide constructive pushback and acts as an "order-taker".

Action Oriented

Drive and initiative to achieve client outcomes. Performance is measured by client outcomes,satisfaction, account health, and retention; effort is the price of entry, impact is the standard.

Focuses on delivering measurable client outcomes and account health, not just looking busy. Can decide and act without needing the total picture and comfortably handles risk and uncertainty.

Performance is measured by activity or busywork instead of quantifiable impact. Fails to see projects through to completion.

Problem Solving

Proactively flagging and addressing risks and issues early and in writing with a corresponding plan, ensuring there are "no surprises" for the client or leadership.

Risks and issues are proactively flagged in writing with a clear plan. Leadership and the client are never surprised by bad news or account issues.

Risks are only flagged verbally or after they become major issues. No plan is provided alongside an identified issue.

Interpersonal Savvy

Representing the company professionally across all interactions and artifacts, upholding a single global quality bar, and being accountable for the behavior of all delivery teams and instructors.

Professionalism is non-negotiable across all client interactions and artifact standards. Upholds the global "one bar, one team" quality standard.

Artifacts or presentations show regional inconsistency or a lower quality bar. Fails to hold team members or instructors accountable for unprofessional behavior.

Written Communications

Ensuring all written artifacts meet a high standard of quality, accuracy, and compliance before external sharing, and that content is data-backed.

All documents undergo non-negotiable pre-send QA for standards, templates, brand, and accuracy. Reports include both qualitative and quantitative data.

Written communication is shared without a second review (pre-send QA). Reports lack quantitative data or the language does not align with agreed-upon rubrics.

Presentation Skills

Leading discussions and presenting data-backed information to clients and stakeholders to drive evidence-based decisions, not decisions based on anecdote.

Client-facing delivery reports are built and presented, including qualitative and quantitative data. Decisions and presentations "lead from the dashboards," using data over anecdote.

Decisions or presentations are based on speculation or anecdote ("loudest voice in the room") instead of evidence. Inability to clearly and concisely present data to internal or external stakeholders.

The anticipated annualized salary range for this position in the US market is $80,000 and $85,000. Salary will be determined based on experience, education, geographic location, and other factors. If hired as a regular full-time employee, this position will include a variable compensation plan which could be a bonus or a commission.

US benefit offerings for full-time employment may include medical, dental, vision, term life insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans & reimbursement and retirement programs. Available paid leave may include paid time off, parental leave and holiday pay.

The salary range published in this job posting is for US based locations only. Non-US based candidates interested in this position can email talent@generalassemb.ly for country-specific pay range details and benefits offered.

Unless otherwise noted, remote positions can be performed from the following approved General Assembly operating countries.

United States of America (states of operation may vary), Canada (provinces of operation may vary), United Kingdom, Australia, and Singapore.

Department: Enterprise