The Manager, Customer Success at careers home will lead a team of Customer Success Specialists to shape the customer experience across Cengage's digital learning platforms. This role ensures customer success by supporting educators, librarians, and institutional partners in collaboration with Sales, Marketing, Product, and Technical Support teams.
What You'll Do
- Lead and inspire a team of Customer Success Specialists, fostering a culture of customer-centricity, collaboration, and performance excellence.
- Set clear expectations, manage performance, and support professional development to build a high-performing, engaged team.
- Attract, retain, and develop top talent while promoting a positive and inclusive team environment.
- Collaborate cross-functionally with Sales, Marketing, Product, and Technical Support to ensure a seamless and consistent customer experience.
- Partner with Sales Managers to support digital sales efforts by aligning customer success activities with sales strategies.
- Guide the team in demonstrating platform capabilities, supporting onboarding conversations, and contributing to deal closure.
- Provide actionable insights into customer needs and feedback to inform sales approaches and product development.
- Be responsible for the delivery of effective onboarding and enablement plans to ensure customers are confident and successful in using Cengage digital products.
- Support and implement scalable training frameworks, resources, and success plans to drive sustained usage and engagement.
- Monitor customer health and proactively address adoption challenges or satisfaction concerns to reduce churn and enhance retention.
- Support the execution of seasonal customer engagement programs, such as Back-to-School initiatives, in collaboration with Marketing.
- Track and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities.
- Use data to inform strategy, optimize team performance, and enhance the customer experience.
- Provide regular reporting on customer outcomes, engagement, and success metrics to internal partners and senior leadership.
What We're Looking For
- Minimum of 5 years of experience in Customer Success, Account Management, or related roles within the EdTech, SaaS, or publishing industries.
- At least 2 years of experience managing teams, with a proven track record to lead, coach, and develop high-performing individuals.
- Demonstrated expertise in digital learning tools, customer lifecycle management, and strategies to drive user adoption and engagement.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
- Proficiency with Microsoft Word, Excel, PowerPoint, PowerBI.
- Fluent in spoken and written English.
- Hold a current valid driver’s licence.
Nice to Have
- Strong understanding of the Higher Education, English Language Teaching (ELT), and/or academic library markets is highly desirable.
- Experience with Salesforce, customer success platforms, or Learning Management Systems (LMS) is highly desirable.
- Other languages desirable.
Technical Stack
- Salesforce
- Learning Management Systems (LMS)
- MindTap
- WebAssign
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- PowerBI
Team & Environment
Customer Success team led by Manager, reporting to senior leadership; collaborates with Sales, Marketing, Product, and Technical Support teams.
Benefits & Compensation
- Programs, benefits, and initiatives integrated into daily work that support inclusion and belonging.
- Opportunities to work in a culture that values inclusion, engagement, and discovery.
- Commitment to providing reasonable accommodations for qualified individuals with disabilities.
- Access to scalable digital platforms like MindTap and Cengage Unlimited.
- Opportunity to impact millions of learners globally.
Work Mode
The role may require travel within and outside the assigned territory, including occasional weekend travel. Remote work flexibility is implied but not explicitly stated; onsite presence may be needed for team collaboration and customer visits.
Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process.
