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Customer Success Manager

  • Dubai

Harvard Business Publishing

Harvard Business Publishing (HBP) is an idea-driven company with a commitment to improving the practice of management. We’re a wholly owned subsidiary of Harvard University serving customers across three primary markets: educational institutions, corporations, and individual managers.

Harvard Business Publishing’s Corporate Learning division targets enterprises that recognize leadership development as a source of competitive advantage. The Corporate Learning (CL) team’s expertise is in creating rich, interactive learning experiences that develop leaders who shape their organizations’ futures by making smart decisions at critical moments.

The opportunity:

We are hiring a Customer Success Manager who will serve as the primary client contact for our digital solutions Harvard ManageMentor and Harvard ManageMentor Spark. The CSM will leverage their previous experience in customer success, their deep knowledge of our platforms, and their expertise in stakeholder alignment to drive client satisfaction, retention, advocacy and growth. The ideal candidate is intellectually curious, possesses a growth mindset, has some experience in leadership development training or digital learning.

What you’ll do:

Retain and grow your portfolio of a Middle East and African Growth and Enterprise customers by becoming their trusted advisor and partner in success
Manage the post-sales customer journey for your book of business from Onboarding through Renewal and Advocacy, utilizing a growth-mindset throughout to uncover upsell and cross-sell opportunities.
Partner closely with executives and key stakeholders at the customer to ensure metrics for success are agreed upon and a mutual success plan of action is in place.
Create key customer deliverables and conduct Executive Business Reviews that document success-to-date, review adoption, align on priorities, and provide recommendations
Empower your portfolio of clients to improve their interactive learning experiences by:
Ensuring the customer has a smooth transition from Sales-to-Success, accelerating breadth of adoption early in the relationship
Training and enabling the client to leverage the capabilities of HBP’s solutions for their specific use cases, driving client self-sufficiency
Sharing relevant best practices and examples from other successful clients
Monitoring and driving product adoption through innovation, product demonstration, and customer alignment
Educating the customer on new enhancements and content releases
Mitigating and escalating risk early and often
Collaborate with cross-functional colleagues to strategically manage your portfolio of clients via robust account plans – prioritizing your book of business by renewals, expansions, and risk.
Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility into the user community.
Contribute to the ongoing initiatives to scale the customer success motion at Harvard Business Publishing.

What we’re looking for:

3+ years of B2B SaaS experience in a Customer Success, Consulting or Account Management role
Passion for the practice of Management and Leadership Development, previous work in L&D or Ed-Tech is a plus
Demonstrated ability to learn quickly and comfort with changing technology
Demonstrated expertise in verbal and written communications, interpersonal skills and ability to influence and guide customer interactions
Comfortable managing multiple stakeholders
Experience with business technologies like Gainsight, Salesforce, Microsoft Office
Prior Learning Management Systems (LMS), Learning Experience Platforms (LXP) is a plus
Travel requirement approximately 10-15% across a calendar year

What We Offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

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