Edtech.com's Summary

Cengage Group is hiring a Manager, Customer Success. The role involves managing customer success across the full journey from acquisition to renewal, leading a regionally aligned team, mentoring peers, and collaborating with sales and support to ensure customer engagement and business growth.

Highlights

Manage a portfolio of high-revenue Core and Gale product adoptions and ensure successful onboarding and engagement.
Serve as a strategic lead coordinating internal teams and district stakeholders for large adoptions.
Conduct tiered engagement including high touch (monthly/quarterly meetings), medium touch, and low-touch scaled adoptions.
Drive customer retention and expansion by aligning product use with district priorities and demonstrating value.
Share best practices, support team onboarding, and contribute to cross-functional customer success initiatives.
Require 3+ years experience in customer success, account management, or educational consulting.
Strong knowledge of K–12 education and instructional technology.
Proficiency with CRM systems, virtual meeting tools, and EdTech platforms.
Preferred background in education, EdTech, digital content platforms (like Gale), or instructional design.
Compensation base pay ranges from $67,100 to $87,500, with potential incentive compensation for sales-related components.

Manager, Customer Success Full Description

Manager, Customer Success

United States

Full time

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/.

Location: Remote or Hybrid (Territory-Based)

ABOUT THE ROLE

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.

What You'll Do Here:

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 adoptions—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

What You'll Need:

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

Preferred

Background in education or EdTech
Experience with digital content platforms (e.g., Gale)
Background in instructional design or professional development for educators

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other 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 or at +1 (617) 289-7917.

About Cengage Group

Cengage Group, 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.$67,100.00 - $87,500.00 USD

Original Job Description