Client Success Manager

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info. We need to parse the job description. Key sections: - About the role: The description includes intro about Kaplan, role description. Could be "About the role" paragraph. - Responsibilities: list of primary/key responsibilities bullet points. - Requirements: Minimum Qualifications bullet list. - Qualifications: Preferred Qualifications bullet list. - Skills: The CSM must have four essential skills... also other skills like process management, attention to detail, etc. Could combine. - Benefits: The "Beyond Base Salary, Our Comprehensive Total Rewards Package Includes ..." includes remote work, retirement, tuition assistance, health benefits, PTO, volunteer day, diversity day. Also mention "Comprehensive health benefits new hire eligibility starts on day 1". So we can list benefits. - Pay: Salary grade A: $31,200 to $78,647. Also mention compensation determined by factors. - Schedule: Not mentioned. No schedule info. So we should not include Schedule section. We must not include filler like "commensurate with experience". Not present. We must not include boilerplate like EEO, diversity statement, etc. Remove those. We must not include application instructions. We must not include location? Could be included maybe as metadata but not as heading. The instruction: "do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." Location could be minor metadata; we could include in a short

maybe under About the role? But better to drop? The instruction: "Preserve ALL substantive information". Location is substantive? Might be considered metadata but still info. Could include as a short

after About the role. But they said fold minor metadata into a short

or drop it. So we can include location in a

. Also "Employee Type Employee" etc. Not needed. We need to output only HTML fragment, no /, no markdown fences. Structure:

About the role

... paragraph(s) ...

Maybe also include location in a

after that. Then

Responsibilities

• ... each responsibility ...

Then

Minimum Qualifications

(or Requirements?). The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They list Requirements and Qualifications separate. So we should have Requirements for minimum qualifications, and Qualifications for preferred qualifications. Thus:

Requirements

• ... each minimum qualification ...

Qualifications

• ... preferred qualifications ...

Then

Skills

• ... essential skills and other skills ...

Then

Benefits

• ... benefits ...

Then

Pay

... salary range ...

No Schedule. We must ensure we preserve all substantive information from the description. Let's extract substantive info. About the role: The first paragraph(s) about Kaplan and role description. Original: "For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them. The Customer Success Manager (CSM) plays a pivotal role in driving retention and growth within Kaplan North America’s mid-tier supplemental education account portfolio. This is achieved through close partnership with sales leadership. Beyond retention efforts, the key function of the CSM role is account growth via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities with sales counterparts. A Kaplan CSM is always looking for ways to turn mid-tier accounts into top-tier accounts, while managing the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence. The CSM must have four essential skills to succeed in the role: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, and a customer-centric mindset and proactive approach. The CSM drives account retention and growth by providing exceptional customer support to their account’s senior leadership and by forming and leveraging robust cross-functional ties within Kaplan to achieve desired retention and growth efforts. The CSM further instills Kaplan brand loyalty through proactive outreach to their clients, providing industry specific insights that link vertical trends to Kaplan offerings, leading to a more robust partnership that pushes business retention and growth. The CSM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy." We can condense but must preserve all substantive info. Not summarizing away detail. However we can combine sentences but must not lose info. It's okay to rephrase but keep meaning. We'll produce a paragraph that includes all points. Responsibilities: list each bullet from "Primary/Key Responsibilities". Let's extract: - Implement processes to facilitate effective relationship management with partners within the portfolio of mid-revenue generating supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities. - The primary internal cross-functional stakeholder for this role is sales leadership. - Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth. - Develop and deploy tailored engagement plans for different tiers of accounts within the portfolio, with a primary focus on retention, revenue growth, and maximizing cross-sell and upsell potential. - Manage the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence. - Ensure the seamless delivery of customer contracts, exceeding expectations and actively identifying opportunities for additional product offerings. - Conduct regular reviews of accounts to identify risks and opportunities, provide actionable feedback to the sales team and customer engagement directors, and implement risk mitigation plans as needed. - Collaborate closely with assigned salespeople to develop and execute growth plans for each account within the portfolio, leveraging in-depth knowledge of both the accounts and KNA products/services to drive cross-sell and upsell initiatives. - Proactively solicit and leverage partner feedback to identify cross-sell and upsell opportunities, incorporating insights into engagement plans and product development strategies. - Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to assess the engagement score for the portfolio of accounts and identify areas for cross-selling and upselling. - Continuously refine engagement plans based on partner feedback and performance metrics, optimizing strategies to maximize cross-sell and upsell potential and drive customer satisfaction. - Track key metrics supporting partner engagement, including cross-sell and upsell rates, and assess progress towards meeting targets, making data-driven adjustments to drive continuous improvement in revenue growth and customer satisfaction. We need to ensure we keep each as

. Requirements (Minimum Qualifications): list: - Bachelor's Degree, Business or related field, or Associate’s Degree with four years of experience - 4+ years of experience working in customer experience, account management, or program management with a large portfolio of accounts - Process management - Attention to detail - Customer relationship management - Strategic analysis - Cross functional collaboration - Matrix management - Excellent presentation skills We need to keep each as separate bullet. Qualifications (Preferred Qualifications): - Master’s Degree or MBA Skills: The CSM must have four essential skills: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, and a customer-centric mindset and proactive approach. Also other skills mentioned: process management, attention to detail, customer relationship management, strategic analysis, cross functional collaboration, matrix management, excellent presentation skills (these already in requirements). But we can still list skills: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, customer-centric mindset and proactive approach. Possibly also include the others but they'd duplicate. We'll list the four essential skills. Benefits: list: - Remote work provides a flexible work/life balance - Comprehensive Retirement Plan automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure) - Gift of Knowledge Program provides tuition assistance and substantial discounts for employees and close family members - Comprehensive health benefits (new hire eligibility starts on day 1 of employment) - Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to local communities - Supportive and rewarding work environment (maybe not needed as it's generic). But it's substantive? Might be considered boilerplate. We'll keep the concrete benefits. Pay: Salary Grade A: $31,200 to $78,647. Also mention compensation determined by qualifications, experience, education, skills, market data. We'll include that. We must not include location? Could add a short

after About the role: "Location: Remote/Nationwide, USA". But location is minor metadata; we can include as a short

. The instruction: "fold minor metadata into a short

or drop it." So we can include a

with location. We must not include Employee Type, Job Functional Area, Business Unit, etc. We must not include EEO/diversity statement. Now produce HTML. Check for any repeated content: Ensure we don't duplicate. Let's craft. About the role paragraph: We'll combine. Potential paragraph:

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement, operating as a global company at the intersection of education and technology with a focus on collaboration, innovation, and creativity to deliver a best‑in‑class educational experience and make Kaplan a great place to work. The Customer Success Manager (CSM) drives retention and growth within Kaplan North America’s mid‑tier supplemental education account portfolio through close partnership with sales leadership. Beyond retention, the CSM’s key function is account growth via strategic account planning and the joint pursuit of cross‑sell and up‑sell opportunities with sales counterparts. The CSM continually seeks to elevate mid‑tier accounts to top‑tier status while managing the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence. Success requires four essential skills: communication and relationship building, problem‑solving and adaptability, data analysis and technical proficiency, and a customer‑centric mindset with a proactive approach. The CSM provides exceptional customer support to senior leadership, builds robust cross‑functional ties within Kaplan, and instills brand loyalty by delivering industry‑specific insights that link vertical trends to Kaplan offerings. Additionally, the CSM monitors and reports account health and risk, contributing to clearer sales forecasting.

Then location paragraph:

Location: Remote/Nationwide, USA

Now Responsibilities ul. We'll list each responsibility as

. Make sure to keep the content exactly as described but we can slightly rephrase but preserve meaning. Better to keep close to original. Let's copy each bullet. - Implement processes to facilitate effective relationship management with partners within the portfolio of mid-revenue generating supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities. - The primary internal cross-functional stakeholder for this role is sales leadership. - Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth. - Develop and deploy tailored engagement plans for different tiers of accounts within the portfolio, with a primary focus on retention, revenue growth, and maximizing cross-sell and upsell potential. - Manage the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence. - Ensure the seamless delivery of customer contracts, exceeding expectations and