Cengage Group
Customer Success Manager (Remote)
CRM
Salesforce
Edtech.com's Summary
Cengage Learning Inc. is hiring a Customer Success Manager (Remote). The role involves leading onboarding and activation for new digital customers, mentoring instructors, monitoring usage, conducting health-checks, maintaining Salesforce records, and driving digital product expansion to ensure customer success and support company growth.
Highlights
- 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 and renewal pipeline records
- Mentor customers on CIMA and ExamReady analytics, digital lesson planning, and curriculum alignment
- Identify and resolve digital challenges effectively
- Find opportunities for digital expansion and upsell additional products
- Require 3-5 years of experience in customer success, account management, or edtech implementation
- Familiarity with CRM systems like Salesforce and digital learning platforms; strong data analysis and communication skills
- Annual base pay range: $65,000 - $75,000 USD, with additional incentive compensation possible
Customer Success Manager (Remote) Full Description
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!
What you'll do here:
- 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
Skills you will need here:
- 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
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. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com.
About Cengage
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.
Compensation
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.$65,000.00 - $75,000.00 USD
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