Customer Success Manager - EMEA

Cengage Learning (EMEA) Ltd (UK); Dubai; Hybrid; AED 120,000 - 200,000; Full time

Job summary

A leading educational technology company based in Dubai is seeking a Customer Success Manager. This role will focus on enhancing customer experiences across digital learning platforms by leading a team serving educators and institutional partners. The ideal candidate will possess strong leadership skills, experience in customer success management, and a strategic mindset. This position offers the opportunity to make a significant impact in a fast-paced, collaborative environment.

Qualifications

• Experience in customer success management or related field.
• Strong leadership skills with team management experience.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead a team of Customer Success Specialists.
• Align customer success initiatives with sales goals.
• Implement customer success strategies to reduce churn.

Job description

Overview

What you'll do here :

As the Customer Success Manager for the EMEA region you will play a strategic and hands-on leadership role in shaping the customer experience across our digital learning platforms. You will lead a team of Customer Success Specialists who serve as trusted advisors to educators, librarians, and institutional partners throughout the customer lifecycle—from initial engagement and pre-sale consultation to onboarding, training, and long-term support.

This role is central to our mission of empowering educators and learners through innovative digital solutions. You will work closely with regional Sales Managers to align customer success initiatives with sales goals, ensuring that our platforms are not only adopted but embraced by users. Your team will be instrumental in demonstrating product value, driving engagement, and ensuring that customers achieve their desired outcomes.

You will also support and drive the implementation and scaling of customer success strategies. This includes training frameworks, monitoring customer health metrics, and implementing proactive engagement plans to reduce churn and increase satisfaction. This is a highly collaborative role that requires cross-functional coordination with Sales, Marketing, Product, and Technical Support teams. You’ll need to be both a strategic problem solver and a tactical executor—capable of inspiring your team, optimizing processes, and delivering measurable results in a fast-paced, evolving environment.

Key Accountabilities :