{"id":3426159,"url":"https://alion.io/job/bertelsmann-enterprise-client-success-manager","title":"Enterprise Client Success Manager","company":{"id":20910,"name":"Bertelsmann","domain":"bertelsmann.com","url":"https://alion.io/company/bertelsmann","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":28,"ghost_share":0,"stale_share":0.036,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Morrisville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":133000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-28T22:33:43Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T18:23:42Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Company Description\nAre you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!\nFor 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.\nWHAT CAN RELIAS OFFER YOU?\nFantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!\nFlexible work environment with onsite and work from home options - you choose when you want to come into the office!\nActive Employee Resource Groups open to all employees!\nComprehensive onboarding program - a great introduction to our company, customers and culture!\nGrowth and career advancement opportunities!Promotes internal mobility and career growth aligned with evolving business needs\nMultiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science\nProfessional development gained from conference attendance and participation in organizations like NC Tech\nOnsite 321 Coffee Shop providing free coffee and pastries to employees\n\nJob Description\nThe Enterprise Client Success Manager owns the post-sale customer lifecycle for an assigned portfolio of Enterprise accounts, from adoption through value realization and renewal. The role translates each client’s priorities into an actionable success plan, drives sustained product usage and measurable outcomes, maintains multi-stakeholder relationships, mitigates risk, and leads the commercial renewal process with accountability for retention and revenue outcomes.\nSuccess requires strong business judgment, communication, relationship management, analytical capability, and commercial fluency. The CSM applies standardized Enterprise playbooks, uses customer and portfolio data to prioritize action, and coordinates Sales, Professional Services, Support, Technical Success, Product, Finance, Legal, and other specialists around a shared account plan.\nWHAT YOU'LL BE DOING:\nCustomer Outcomes, Adoption, and Value Realization\nLearning each client's business priorities, operating environment, stakeholders, purchased solutions, intended Client Value Objectives (CVOs), and measures of success.\nCreating and maintaining a success plan that connects CVOs to adoption milestones, product usage, measurable outcomes, renewal readiness, and agreed client actions.\nAnalyzing customer adoption, engagement, product usage, support, and commercial data to identify trends, adoption gaps, risks, and opportunities to accelerate value realization.\nConnecting product adoption and customer activity to measurable client objectives and business outcomes, helping clients understand progress toward their stated goals.\nExecuting defined Enterprise adoption and value-realization playbooks and tailoring the approach when account conditions require judgment or escalation.\nCoordinating with Professional Services, Support, Technical Success, Product, and other specialists to remove barriers while maintaining clear ownership of client outcomes.\nDocumenting outcome evidence and communicating value in language relevant to administrators, operational leaders, decision makers, and executives.\nRelationship and Account Leadership\nServing as the primary post-sale relationship owner for assigned accounts and maintaining a reliable operating cadence across the customer lifecycle.\nBuilding and maintaining a multi-threaded stakeholder map that includes administrators, operational leaders, decision makers, economic buyers, and executive sponsors.\nDeveloping durable relationships with stakeholders who influence adoption, value, renewal, and future product readiness.\nTailoring communication and engagement strategies to the needs of different stakeholder groups while maintaining clear, consistent account messaging.\nDeveloping a working understanding of each client's organizational priorities, business context, and success measures so engagement remains aligned to desired outcomes.\nLeading business and value reviews that connect client priorities, outcomes, risks, product adoption, open actions, and upcoming decisions.\nMaintaining a complete account strategy and coordinating internal contributors around clear owners, dates, and next actions.\nRepresenting the client internally with fact-based feedback while setting realistic expectations and leading difficult conversations professionally.\nRenewal and Commercial Ownership\nOwning the renewal outcome and maintaining an accurate, evidence-based forecast for every assigned renewal.\nStarting renewal planning early, confirming decision criteria and stakeholders, validating value achieved, surfacing risk, and executing a documented renewal plan.\nUsing account health indicators, adoption trends, stakeholder engagement, outcome achievement, and commercial data to inform renewal forecasts, risk assessments, and retention strategies.\nLeading standard renewal conversations and commercial coordination, including proposal development, pricing and packaging discussions, negotiation, internal approvals, paperwork progression, and signature follow-up.\nIdentifying churn and reduction risks early, creating save plans, and coordinating the appropriate Sales, Finance, Deal Desk, Legal, Product, Support, or leadership resources.\nMaintaining complete and accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and supporting rationale in Salesforce and the designated CS platform.\nUsing judgment to distinguish work the CSM should lead from transactional activity that should be routed to Renewal Management, digital workflows, or other operational support.\nIdentifying qualified expansion signals and providing Sales with client context, value evidence, readiness assessment, and a clear handoff.\nPortfolio Readiness, Risk, and Cross-Functional Execution\nManaging and prioritizing activity across the assigned portfolio based on customer health, renewal timing, risk, opportunity, business impact, and required client outcomes.\nMonitoring customer health indicators, engagement patterns, stakeholder alignment, product adoption, support activity, and commercial signals to proactively identify emerging risks and determine appropriate interventions.\nAssessing business readiness for new products or expanded use, including sponsor commitment, deployment plans, stakeholder capacity, adoption of existing products, and expected value.\nProviding a clear CS position on expansion readiness and escalating when product capability, customer readiness, or unresolved value gaps could create renewal risk.\nCoordinating escalations and holding internal and client-side owners accountable for agreed actions without assuming ownership of product defects, implementation delivery, or incident resolution.\nSupporting platform migration and product launch motions using approved readiness, communication, adoption, and value playbooks.\nOperating Discipline, Customer Advocacy, and Team Contribution\nMaintaining high-quality account, contact, CVO, health, activity, risk, success-plan, outcome, and renewal data in company systems.\nLeveraging customer and portfolio data to support account planning, prioritization, forecasting, and continuous improvement.\nUtilizing approved technologies, automation tools, and AI-enabled capabilities to improve productivity, enhance customer insights, streamline administrative activities, and increase time spent on value-added customer engagement.\nUsing digital journeys and standardized assets as part of the account strategy and understanding the client communications deployed through those programs.\nProviding actionable, fact-based customer feedback and market observations to help improve products, playbooks, processes, and the customer experience.\nFollowing operating standards, meeting deadlines, contributing reusable lessons and playbook improvements, and supporting onboarding or peer development as experience grows.\nQualifications\nYOU HAVE WHAT IT TAKES IF YOU HAVE:\nMinimum requirements:\n5 years of relevant experience in customer success, account management, client services, renewals, or another client-facing role requiring ownership of customer outcomes, retention, or commercial results. \nDemonstrated experience managing complex client relationships and coordinating internal stakeholders to resolve risk, advance adoption, or achieve customer outcomes. \nExperience using customer, product, engagement, or commercial data to prioritize work, assess account health, and support retention decisions. \nBachelor’s degree in Business, Communications, Marketing, Healthcare Administration, or a related field. \nStrong customer success, account management, or consultative relationship-management capability within complex business-to-business environments. \nDemonstrated ability to manage a portfolio or book of business, prioritize competing demands, and maintain disciplined follow-through across multiple customer lifecycle stages. \nCommercial fluency and confidence leading renewal conversations, discussing value and contract terms, navigating approved pricing and packaging guardrails, and coordinating internal approval processes. \nStrong business acumen with the ability to understand client priorities, connect solution adoption to desired outcomes, and communicate value in relevant business language. \nDemonstrated ability to leverage technology, automation, and AI-enabled tools to improve efficiency, analyze information, and support customer success activities. \nExcellent written, verbal, facilitation, negotiation, and presentation skills, including the ability to engage diverse stakeholders and lead difficult conversations professionally. \nStrong analytical and problem-solving skills, with the ability to interpret customer health, adoption, engagement, Support, and commercial data and translate insights into action. \nSound judgment and professional maturity, including the ability to determine when to lead, coordinate, route, or escalate work. \nDemonstrated ability to assess complex customer environments, identify the factors influencing customer outcomes and renewal success, and develop account strategies that address root causes rather than symptoms. \nHighly organized and detail oriented, with the ability to work independently, maintain accurate systems of record, meet deadlines, and deliver high-quality outcomes in fast-paced environment. \nProficiency with MS Office applications and experience using CRM and customer success platforms to manager customer relationships, account planning, forecasting, and renewal activities. \nExperience Preferred:\nExperience supporting Enterprise or high-value business-to-business accounts in a SaaS, technology, healthcare, workforce enablement, or related environment. \nExperience owning or materially contributing to commercial renewals, retention forecasts, save plans, or contract discussions. \nExperience with Salesforce and a customer success management platform. \nAdditional Information\nIN OFFICE REQUIREMENT:\nRelias values collaboration and wants to ensure that our team members have op...","description_format":"text","description_chars":13674,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Flexible schedule","Hybrid work","Parental leave","Professional development"],"hiring_locations":[{"name":"United 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