Customer Success Manager (Technical Strategist)

Remote - United States

About the Role

TheBlackboardTechnical Strategistis a customer success rolethatserves as apost‑salestrategic and technical resource to ensure the success of clients using Blackboard. This individualpossessesdeep specialist knowledge of Blackboard platforms, technical workflows, integrations, and associated practice areas, with a strong understanding of how systems, data, and configurationsoperatein complexhigher‑educationenvironments. They develop proactive strategies to assess and strengthen product adoption,provideexpert guidance on technical architecture and implementation considerations, and support complexproblem‑solvingthat extends beyond standard support motions. The Technical Strategistworks with an assigned book of clients and engages with thecustomer base inselect 1:1 client advisory engagements and1:manytechnical enablement activities.As a recognized technical expert, the Technical Strategist is an exceptional communicator, builds strong relationships quickly, and serves as a critical internal technical resource for Customer Success, Sales, Support, Product, and Services teams.

Responsibilities

• Serve as apost‑saletechnical advisor forassigned book ofBlackboard customersand in ad-hoc engagements, partnering closely with Customer Success Managers (CSMs) to drive adoption, customer health, andlong‑termvalue.
• Provide deep technical and systemsexpertiseacross Blackboard Learn and related platforms, acting as asubject‑matterexpert for complex customer needs.
• Lead and support customer engagements that require advanced technical knowledge, including virtual andon‑sitemeetings.
• Support technical projects and initiatives, including but not limited to:
  • Daily LMS administration and troubleshooting
  • SISintegrationtroubleshooting andbest 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

• Assistwith complex support escalations andknown‑issuereviews in partnership with Support, Product, and Engineering teams.
• Coordinatecross‑functionallywith 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.
• Supporthigh‑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.
• Identifywhen customer needs exceed standard support and help positionappropriate ProfessionalServices engagement.
• Support Customer Success at scale throughad‑hoctechnical 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, andhigher‑educationtechnical environments.
• Operate within defined rules of engagement and SLAs for Strategist requests and customer support.
• Providefeedback, guidance, or support for special projects as requested
• Travelup to 25% of the time

Required Skills and Experience

• Bachelor’s degree or equivalent work experience
• A minimum of6years oftechnicalhands-on experience administering, managing, and/or supportingBlackboardor comparable Learning management system
• Excellent interpersonal skills, specifically in ability to teach, coach, and tailor messages to suit recipient’s needs/role
• Can solve problems independently, using all relevant available resources as well as critical and creative thinking skills, with an emphasis on innovation
• Professional demeanor and executive presence, able to communicate effectively to groupscomprisedof stakeholders with mixed levels of domainexpertise
• Ability to handle difficult and challenging situations with autonomy,effectivenessand resiliency
• Exceptional communicator withtheability toleveragewritten and verbal skills in phone, email, web meeting, and in-person conversation and presentation forums
• Observant and effective listener; able to ask questions, spot trends, and draw conclusions in a consulting context
• Client centricandsolution-oriented
• Effective time and priority management skills
• Strong project management and process development skills
• Quick and self-motivated learner
• Tech savvy, conversant with external platforms related toBlackboardproducts (integrated tools/platforms, partner products, etc.)
• Employs a positive outlook and collaborative attitude
• Passionate about education and technology
• Fluency in written and spoken English

About Blackboard

Blackboard advances teaching excellence and unlocks the full potential of technology to deliver meaningful outcomes. We empower institutions to deepen connections between educators and learners, inspire engagement, and drive long-term academic success across the full learner journey.  For more information, please visit www.blackboard.com.

The expected salary range for this position is $79,000 - $93,000. The range reflects base salary only and does not include additional compensation such as sales incentives or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location.

Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.    

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.