Customer Success Manager (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. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. 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!
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
