Customer Success Consultant, GA/AL (Remote)
About The Position
We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Focusing on college and career readiness, Cengage School equips students with the skills and confidence to succeed beyond the classroom. Through exclusive access to National Geographic Learning, Big Ideas Learning, Gale, Thorndike Press and Cengage curriculum and technology, it engages learners in core subjects and career pathways—empowering educators and inspiring student success. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. As a Customer Success Consultant, you will be part of a strategic, regionally aligned team passionate about delivering outstanding outcomes for both customers and the business. You will support the full customer journey—from acquisition to implementation, engagement, and renewal—ensuring that every partner becomes a permanent partner. You will collaborate closely with the sales team to acquire new customers through effective discovery, messaging, and success planning. Post-sale, you will lead implementation and adoption efforts, aligning product use with district goals and delivering high-quality training and digital support. Your work will directly impact retention, expansion, and seat growth across a portfolio of top revenue Core and Gale adoptions. What You'll Do Here: Customer Acquisition & Onboarding Partner with the sales team to support pre-sale discovery, messaging, and success planning Help districts understand the value of Core and Gale solutions and how they align with their instructional goals Lead onboarding and implementation, ensuring a smooth transition and early success Strategic Account Management Serve as the quarterback for each adoption—coordinating internal teams and district stakeholders Build strong relationships with district leaders and align product use with their strategic priorities Monitor usage data and feedback to drive engagement and identify opportunities for growth Tiered Engagement Model High Touch Adoptions (~40 top revenue adoptions per territory): Conduct quarterly or monthly partnership meetings Deliver custom monthly outreach, training, and support Medium Touch Adoptions (~41-80 next top revenue adoptions): Conduct 1–2 strategic check-ins per year Provide scaled outreach and onboarding support as capacity allows Low Touch / Scaled Adoptions: Deliver curated content via newsletters, webinars, and asynchronous resources Promote self-service enablement Retention & Expansion Strategically drive renewals and seat expansion by demonstrating value and aligning with district goals Identify and act on opportunities to increase adoption footprint within districts Advocate for the customer internally and ensure a seamless, high-impact experience
Requirements
- 3+ years of experience in customer success, account management, or educational consulting
- Strong understanding of the K–12 education landscape and instructional technology
- Proven ability to drive business outcomes while delivering outstanding customer experiences
- Excellent communication, presentation, and relationship-building skills
- Proficiency with CRM systems, virtual meeting tools, and EdTech platforms
Nice To Haves
- Background in education or EdTech
- Experience with digital content platforms (e.g., Gale)
- Background in instructional design or professional development for educators
Responsibilities
- Partner with the sales team to support pre-sale discovery, messaging, and success planning
- Help districts understand the value of Core and Gale solutions and how they align with their instructional goals
- Lead onboarding and implementation, ensuring a smooth transition and early success
- Serve as the quarterback for each adoption—coordinating internal teams and district stakeholders
- Build strong relationships with district leaders and align product use with their strategic priorities
- Monitor usage data and feedback to drive engagement and identify opportunities for growth
- Conduct quarterly or monthly partnership meetings
- Deliver custom monthly outreach, training, and support
- Conduct 1–2 strategic check-ins per year
- Provide scaled outreach and onboarding support as capacity allows
- Deliver curated content via newsletters, webinars, and asynchronous resources
- Promote self-service enablement
- Strategically drive renewals and seat expansion by demonstrating value and aligning with district goals
- Identify and act on opportunities to increase adoption footprint within districts
- Advocate for the customer internally and ensure a seamless, high-impact experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
