• Ensure seamless customer experiences across all stages of the customer journey • Bring strong customer relationships, maximize satisfaction, and drive growth by managing enterprise client accounts • Focus on increasing customer satisfaction, NPS, retention/product adoption, and business expansion while collaborating closely with sales, product, and leadership teams.

• Serve as a post ‑ sale technical advisor for assigned book of Blackboard customers and in ad-hoc engagements, partnering closely with Customer Success Managers (CSMs) to drive adoption, customer health, and long ‑ term value. • Provide deep technical and systems expertise across Blackboard Learn and related platforms, acting as a subject ‑ matter expert for complex customer needs. • Lead and support customer engagements that require advanced technical knowledge, including virtual and on ‑ site meetings. • Support technical projects and initiatives, including but not limited to: Daily LMS administration and troubleshooting SIS integration troubleshooting and best practice recommendations Data footprint and storage reviews Ultra course implementations and modernization workflows Reporting/analytics best practices and recommendations Discovery and Requirement gathering as needed. • Assist with complex support escalations and known ‑ issue reviews in partnership with Support, Product, and Engineering teams. • Coordinate cross ‑ functionally with Product, Support, Sales, Services, and Renewals to ensure aligned resolution of technical issues and consistent communication to customers. • Translate product releases, technical changes, and known issues into clear guidance for customers and internal stakeholders. • Support high ‑ risk, high ‑ impact, or strategic accounts by providing targeted technical intervention and stabilization as needed. • Participate in internal account strategy discussions, helping CSMs assess technical risk and opportunity. • Contribute to renewal support by providing technical clarity, expectation setting, and value reinforcement during renewal motions. • Identify when customer needs exceed standard support and help position appropriate Professional Services engagement. • Support Customer Success at scale through ad ‑ hoc technical engagements. • Share technical best practices, repeatable insights, and lessons learned to improve adoption and efficiency across the Customer Success organization. • Maintain strong working knowledge of Blackboard product architecture, integrations, and higher ‑ education technical environments. • Operate within defined rules of engagement and SLAs for Strategist requests and customer support. • Provide feedback, guidance, or support for special projects as requested. • Travel up to 25% of the time.

• Developing strong relationships with customers centered on ensuring their success • Executing prescriptive playbooks based on customer need • Conducting partnership reviews with customers • Promoting customer engagement in the online Blackboard Community • Working with Marketing to organize engaging webinars and events • Assisting Regional Sales Managers with opportunities for cross-sell and upsell • Serving as an internal advocate for the customer • Maintaining accurate records of key contacts and engagements • Projecting a favorable public image of the company

• Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. • The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. • This position can work remotely and will travel to various client locations as required. • Collaborate with internal account teams to build and maintain relationships.