EdTech Customer Success Partner

Cengage Group; Hartford (CT); Remote; USD 67,000 - 87,000; Full time

Job summary

Cengage Group is seeking a Customer Success Consultant to act as a strategic partner for assigned customers across the United States. You will drive adoption of Cengage technology, renew accounts, and develop success plans to help customers achieve their goals.

In this role you will build strong relationships, provide proactive training, analyze usage data, and advocate for customers during issue resolution. Some travel (20-30%) is required.

Qualifications

• 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).

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.

Skills

Learning quickly

Excellent communication

Analytical skills

Explain technical concepts clearly

Multitasking ability

Education

Bachelor’s degree preferred

Job description

Cengage Group is seeking a Customer Success Consultant to act as a strategic partner for assigned customers across the United States. You will drive adoption of Cengage technology, renew accounts, and develop success plans to help customers achieve their goals.

In this role you will build strong relationships, provide proactive training, analyze usage data, and advocate for customers during issue resolution. Some travel (20-30%) is required.