Customer Success Manager

Cambium Learning Group

2d•Remote

About The Position

The Customer Success Manager will serve as a trusted advisor to new and existing B2B customers, ensuring high-quality onboarding, support, and training to maximize the effective use of Time4Learning products and services. Reporting to the Senior Director, Product Strategy and Customer Lifecycle, this role drives product adoption, customer satisfaction, expansion, and retention. The Customer Success Manager will collaborate closely with leaders across Sales & Operations, Marketing, Finance, and Product.

Requirements

BA/BS degree in Business, Education, Communications, or a related field.
2–4 years of experience in education, with 1–2 years in customer success, account management, or a related role.
Proven ability to build rapport and foster relationships that lead to successful implementation and program expansion.
Strong understanding of K–12 education systems, including hybrid homeschooling and virtual schooling models.
Experience managing multiple accounts with strategic, data-driven engagement.
Exceptional interpersonal, written, and verbal communication skills.
Outgoing, energetic, and resourceful.
Experience supporting sales-related initiatives such as renewals, upsells, or expansion strategies, with a proven ability to identify and act on growth opportunities.
Remote-first organization, with potential travel of 10-20% of time for customer-facing meetings.
If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload.
The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role.
To maintain confidentiality and ensure a fair evaluation process, the use of note-taking tools, reference materials, or AI-powered tools (including generative AI, language models, or similar technologies) during interviews or other selection activities is prohibited unless prior written approval has been obtained from the People Experience team.
As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.

Responsibilities

Serve as the primary point of contact for assigned accounts, leading onboarding and implementation efforts.
Deliver product walkthroughs and training tailored to customer goals (e.g., planner updates, course setup, reporting tools).
Create and maintain onboarding tools, documentation, and training resources.
Provide ongoing “how-do-I” guidance and best practices for product usage and implementation.
Host webinars and virtual sessions to deepen product knowledge and engagement.
Partner with Product and Support teams to resolve issues and advocate for customer needs.
Build strong relationships through proactive communication and thoughtful support.
Align product usage with customer goals and learning models.
Monitor customer activity and feedback to identify engagement opportunities and risks.
Support campaigns and initiatives that drive usage and highlight new features.
Manage renewals and identify upsell and expansion opportunities.
Track account health using CRM tools, analytics, and customer feedback.
Deliver performance insights and strategic recommendations in collaboration with Sales.
Execute tailored engagement strategies to ensure retention and growth.
Work closely with internal teams to align customer success efforts with business objectives.
Maintain accurate documentation of customer activities, milestones, and health metrics.