Edtech.com's Summary

Cengage Group is hiring a Manager, Customer Success. The role involves leading and developing a customer-centric team to achieve customer retention and sales goals, managing customer relationships, collaborating with multiple departments, and driving customer success initiatives to support organizational objectives.

Highlights

Manage and develop a customer success team, setting performance expectations and coaching for skills growth.
Drive customer retention and sales growth through strategic planning and campaign implementation.
Oversee customer relationship management to ensure effective communication and support.
Collaborate cross-functionally with sales, marketing, product, and support teams to address customer needs.
Measure and report on team performance and customer success metrics with actionable insights.
Lead initiatives to improve operational effectiveness and optimize team performance.
Experience required in customer success or account management roles with leadership background.
Preferred experience with eLearning and online homework digital platforms, and CRM systems.
Strong communication, analytical skills, and ability to influence cross-functional teams needed.
Compensation ranges from $88,600 to $115,200 USD base pay, with additional incentive compensation for sales roles.

Manager, Customer Success Full Description

Manager, Customer Success

Texas, USA

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/.

What you'll do here:

Team management and development: Staffs and drives a successful culture and customer-centric team. Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team. Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members. Engages sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development.
Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.
Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration. Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.
Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met. Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.
Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track. Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals. Builds mitigation plans where needed.
Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.
Performs other duties as needed to achieve organizational goals

Skills you will need here:

Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degree
Prior leadership experience leading initiatives, projects, or teams and implementing effectively
Results-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectives
Ability to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievement
Record of leading change effectively
Experience with eLearning and online homework digital solutions/platforms highly preferred
Experience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems
Strong communication skills, written and verbal to effectively lead teams and engage customers
Ability to collaborate and influence cross-functional teams
Analytical skills to measure and report on team performance and customer success metrics

Cengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.

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.$88,600.00 - $115,200.00 USD

Original Job Description

Manager, Customer Success

Texas, USA

Full time

We believe in the power and joy of learning

Our culture values inclusion, engagement, and discovery

What you'll do here:

Team management and development: Staffs and drives a successful culture and customer-centric team. Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team. Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members. Engages sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development.
Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.
Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration. Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.
Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met. Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.
Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track. Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals. Builds mitigation plans where needed.
Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.
Performs other duties as needed to achieve organizational goals

Skills you will need here:

Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degree
Prior leadership experience leading initiatives, projects, or teams and implementing effectively
Results-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectives
Ability to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievement
Record of leading change effectively
Experience with eLearning and online homework digital solutions/platforms highly preferred
Experience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems
Strong communication skills, written and verbal to effectively lead teams and engage customers
Ability to collaborate and influence cross-functional teams
Analytical skills to measure and report on team performance and customer success metrics

About Cengage Group

Compensation

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