Massachusetts Institute of Technology — Customer Success Manager, MIT Horizon

MIT Open Learning seeks someone to manage–with minimal supervision–a portfolio of complex commercial partnerships with senior executives at a variety of large customers, including Fortune 500 companies and government organizations. Will be responsible for the overall success and satisfaction of partners, ensuring they realize the full value of the product; guild and manage customer relationships with senior (SVP and VP level) HR and business unit leaders, acting as their trusted advisor by delivering a variety of services including onboarding, engagement support, data analytics reviews, and custom curation; develop these relationships into MIT Horizon champions, while driving opportunities to upsell new licenses and ensure renewals; and interface with all major business functions within the MIT Horizon initiative including marketing, sales, and product development.  Duties include responsibility for all post-sale customer activities across a portfolio of assigned accounts and commercial expansions and renewals for a portfolio of MIT Horizon customers; serving as an advocate for customer needs within internal MIT Horizon team discussions; proactively identify account risks and developing mitigation plans; identifying opportunities to optimize and improve customer success workflows and toolset to better serve customers; and close involvement in all customer-facing initiatives.

Required Qualifications:

  • Bachelor’s degree
  • At least five years’ relevant experience
  • Excellent interpersonal and communication skills
  • Ability to initiate and develop strong professional relationships with senior business leaders
  • Ability to deliver services and support to large businesses and/or governments
  • Ability to derive insights from program metrics
  • Ability to manage technical integrations within a SaaS environment
  • Ability to manage expansions and renewals for B2B SaaS products
  • Ability to work independently in an unstructured, start-up environment.

Preferred Qualifications:

  • M.S. or MBA

This is a one-year temporary position, renewable on an annual basis.

Interested candidates may apply online at https://hr.mit.edu/careers.  Please reference job number 20511.

MIT is an equal opportunity employer.  We value diversity and strongly encourage applications from individuals from all identities and backgrounds. All qualified applicants will receive equitable consideration for employment based on their experience and qualifications, and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.  MIT’s full policy on Nondiscrimination can be found here.

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