Manager, Customer Success Consultant (Remote)

Cengage Group

10d•Remote

About The Position

We believe in the power and joy of learning At Cengage Group, 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 Manager, Customer Success, you will play a dual role, serving as a strategic individual contributor while also supporting team-level initiatives and best practices. You’ll be part of leading a regionally aligned team focused on delivering exceptional outcomes for both customers and the business. Your work will span the full customer journey—from acquisition to implementation, engagement, and renewal—ensuring every district becomes a lasting partner. In addition to managing a portfolio of top-revenue Core and Gale adoptions, you’ll contribute to team success by mentoring peers, sharing insights, and helping refine processes that drive scalable impact. You’ll collaborate closely with sales, training, and support teams to ensure seamless customer experiences and measurable results.

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

Customer Acquisition & Onboarding Partner with sales to support pre-sale discovery, messaging, and success planning
Help districts understand the value of Core and Gale solutions and how they align with instructional goals
Lead onboarding and implementation, ensuring a smooth transition and early success
Strategic Account Management Serve as the quarterback for large sadoption—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 Conduct quarterly or monthly partnership meetings Deliver custom monthly outreach, training, and support Medium Touch 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
Team & Process Leadership Share best practices and insights to improve team workflows and customer outcomes
Support onboarding and coaching of team members
Contribute to cross-functional initiatives that enhance the customer success experience