Customer Success Consultant

Cengage Group•Virtual US NC, NC

11d•$67,000 - $87,100

About The Position

The Customer Success Consultant serves as a strategic partner and trusted advisor to Cengage customers in an assigned territory. The role helps customers achieve desired outcomes through effective use of Cengage technology, product adoption, and long-term value. The position may be based anywhere in the United States, with preference for certain geographies where Cengage has substantial market share. The role requires travel between 20% and 30% by air and car. The consultant manages customer relationships throughout the customer lifecycle, supports retention and renewals, and develops tailored success plans aligned with customer goals. They provide proactive training and guidance, advocate for customers when resolving high-severity issues, and use customer health and usage data to identify risks, renewal challenges, and opportunities for growth. The position includes eligibility to participate in the company’s variable Sales incentive compensation program. The stated annual base pay range is $67,000 to $87,100, with a $35,000 annual individual target for variable compensation. Actual incentive earnings are not guaranteed and may differ based on performance and plan terms.

Requirements

Ability to quickly learn and master new systems and applications.
Excellent communication and presentation skills.
Strong analytical skills and ability to translate data into actionable insights.
Ability to explain technical concepts in a clear, business-friendly manner.
Ability to manage and prioritize multiple customer needs simultaneously.
Travel between 20% and 30% by air and car.

Nice To Haves

Bachelor’s degree preferred.
5+ years of experience in a Sales or Customer Success role.
Experience in Educational Technology or Higher Education.
Familiarity with the Higher Education landscape, including Learning Management Systems (LMS).

Responsibilities

Serve as the designated point of contact for customers and build enduring relationships throughout the customer lifecycle.
Achieve or exceed revenue targets by retaining and renewing Cengage customers.
Develop and implement tailored success plans aligned with customer goals and increased product usage.
Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
Advocate for customers during resolution of high-severity issues to ensure timely and effective outcomes.
Conduct regular health checks to assess value realization and identify growth opportunities.
Analyze customer data to identify risks, renewal challenges, and upsell opportunities.