Customer Success Manager, Milady (Remote)

Cengage Group

21h•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. 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. As a Customer Success Manager (CSM) at Cengage, you will play a pivotal role in driving digital adoption and ensuring customer success for our valued clients. This is an exceptional opportunity to make a meaningful impact on our growth strategy! Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we’ve built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.

Requirements

Proven experience in customer success, account management, or educational technology implementation (3–5 years)
Strong consultative and relationship-building skills to influence faculty and leadership
Showed strength in analyzing usage data, identifying risk signals, and accomplishing intervention strategies
Familiarity with CRM systems (e.g., Salesforce) and digital learning platforms
Ability to manage multiple accounts simultaneously and drive expansion opportunities within existing portfolios
Excellent communication and collaboration skills

Responsibilities

Lead onboarding and activation for all new digital customers
Deliver instructor mentoring to build digital teaching confidence and consistency
Monitor digital usage patterns and proactively intervene when usage declines
Conduct quarterly health-check calls with school leadership and instructors
Maintain Salesforce hygiene, keeping updated renewal pipeline staging and records
Mentor customers on CIMA and ExamReady analytics, digital lesson planning, and curriculum alignment
Navigate digital challenges swiftly and effectively
Find opportunities for digital expansion and upsell additional digital products