Client Success Manager, Sentinel U (Remote)

Who We Are

Sentinel U creates virtual nursing simulations that are engaging, effective, and convenient for learners to safely learn anywhere. Our growing portfolio of forward-thinking learning and training resources leverage the latest in digital simulation and other relevant technologies. We have a base of nursing school clients and have expanded into the advanced practice and healthcare professional development markets. Our virtual EdTech products integrate into nursing academic and healthcare professional development programs that enhance learning by offering practice experience while building confidence and critical thinking skills.

Sentinel U is a division of Post University, exclusively focusing on nursing and healthcare professionals. Sentinel U has delivered over 200,000 virtual clinical learner experiences and counting.

For more than 130 years, Post has focused on student success, with thousands of students in online, main campus, undergraduate, and graduate programs. We continuously seek unique talents to lead us in serving our students and each other. Our team boasts diverse backgrounds and expertise, enriching our decision-making with multiple perspectives. Post University currently offers the opportunity to work remotely in the following states: Alabama, Alaska, Arizona, Arkansas, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, and District of Columbia.

Position Summary

The Sentinel U Client Success Manager drives the success, growth, and retention (renewals) of our installed base of clients by strengthening the depth of our programmatic resource integration and relationships across the span of their nursing programs. The position is remote and will help manage the territory of the Eastern United States. The projected start date for the job is May 5, 2025.

We are looking for detail-oriented, self-motivated, eager to learn, and enthusiastic team members to help us continue our growth story, while positioning Sentinel U as the healthcare virtual simulation leader. Client Success Managers will work with a group of focused and passionate team members that share the same goals, while leveraging the organization’s knowledge and experience within the higher education, nursing, and healthcare industries.

Essential Accountabilities

Increase product integration and use of our solutions at institutions within an assigned territory and team to support the organization’s ability to grow and retain our installed base of clients. Effective gathering, interpretation, and precise management of client data. Other duties as assigned.

You Will Succeed By

• Delivering annual territory retention and growth goals
• Meeting individual account and territory KPIs in conjunction with our customer intimacy strategy
• Building deep relationships with your assigned base of clients, serving as a trusted advisor who consistently creates confidence in the Sentinel U brand and adopted solutions
• Earning the confidence and trust of your internal teammates by your ability to consistently, effectively, and thoughtfully manage a strong client experience
• Achieving mastery of our product portfolio and the industries we serve
• Possessing a strong ability to distill information and then communicate, teach, and present that information in a way that even non-technical individuals can understand
• Working with an assigned team of Client Advisors to map, design, and execute account success plans focused on retention and growth
• Providing active and ongoing assessment of client risk, promptly communicating findings to management
• Proactively connecting with our users to share implementation and best-practice recommendations to drive more effective product usage throughout their course/curriculum
• Owning and executing the complete post-sale client experience, with a focus on constant process improvement and issue resolution
• Performing account management duties effectively and efficiently, including visiting, calling, and emailing client and prospect contacts, logging all interactions in designated CRM
• Listening to our clients with intent, always looking to facilitate lead handoffs or engage directly in upselling activity when recognizing an opportunity to support needs we are not currently serving
• Creating, planning, and implementing initiatives to collect and analyze market and client feedback to help drive process and product improvement
• Ensuring accuracy and completeness of client information in CRM and Portal
• Participating in organizational projects and initiatives as directed
  
  

Travel

• Up to 20% travel for account engagement, facilitation of in-person training, attending industry conferences or training, and team meetings
• Must possess a valid and unrestricted driver's license
  
  

Minimum Qualifications & Competencies

• High-integrity individual driven to make positive impacts on the institutions and people we serve
• BS/BA degree and/or 3 years of successful customer services/sales experience, with a consistent track record of retaining and growing an installed base of clients. Previous experience in nursing higher-education, EdTech, SaaS, and/or healthcare is a plus
• Insatiable learner, driven to deeply understand our industry and product portfolio, and the ability to apply this knowledge to enhance the value you bring to client and prospect conversations
• Adept at planning, account management, and process execution, with a strong aptitude for analyzing information and the flexibility to adjust strategy and approach as needed
• Ability to thrive in a fast-paced, team environment, while meeting deadlines and achieving revenue goals
• Excellent verbal and written communication and presentation skills across all phases of client and prospect interactions
• Customer Relationship Management (CRM) software experience (Salesforce/HubSpot)
• Currently reside or willing to live in an assigned territory
  
  

Sentinel U at Post University is an equal-opportunity employer.