Customer Success Consultant

Cengage hires a Customer Success Consultant to serve as a strategic partner and trusted advisor to customers in an assigned territory. The role drives customer outcomes through technology adoption, training, retention, renewals, and identification of growth opportunities.

Responsibilities

• Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle
• Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers
• Develop and implement tailored success plans that align with customer goals and increase product usage
• Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data
• Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes
• Conduct regular health checks to assess value realization and identify opportunities for growth
• Analyze customer data to uncover risks, renewal challenges, and upsell opportunities

Preferred

• Bachelor's degree preferred
• 5+ years of experience in a Sales or Customer Success role
• Experience in Educational Technology or Higher Education
• Familiarity with the Higher Education landscape, including Learning Management Systems (LMS)
• 5+ years of experience in a Sales or Customer Success role.
• Bachelor’s Degree
• Sales
• Customer Success
• Educational Technology
• Learning Management Systems (LMS)

Benefits

• Eligible to participate in the company’s variable Sales incentive compensation program; $35,000.00 USD annual individual target. Actual incentive earnings are not guaranteed and may be more or less than the target amount based on achievement of performance goals and the terms of the applicable incentive compensation plan.

Company

• Global education technology company serving learners, educators, and institutions
• Boston, Massachusetts, USA
• https://www.cengagegroup.com/
• Founded in 1903
• 1001-5000 employees

Qualifications

• Proven ability to quickly learn and master new systems and applications
• Excellent communication and presentation skills
• Strong analytical skills with the ability to translate data into actionable insights
• Ability to explain technical concepts in a clear, business-friendly manner
• Skilled at managing and prioritizing multiple customer needs simultaneously
• Bachelor's degree preferred
• 5+ years of experience in a Sales or Customer Success role
• Experience in Educational Technology or Higher Education
• Familiarity with the Higher Education landscape, including Learning Management Systems (LMS)

Required skills

• Customer Success, Sales, Educational Technology

Preferred skills

• Bachelor's degree preferred, 5+ years of experience in a Sales or Customer Success role, Experience in Educational Technology or Higher Education

Experience

• 5+ years