EdTech Customer Success Strategy Lead

Cengage Group; Philadelphia (Philadelphia County); On-site; USD 67,000 - 87,000; Full time

Job summary

Cengage Group in the United States is seeking a Customer Success Consultant to serve as a strategic partner and trusted advisor to customers in Mississippi and Tennessee. Your mission is to ensure customers achieve their outcomes through the use of Cengage technology, driving adoption and long-term value.

You will renew and retain customers, tailor success plans, provide proactive training, advocate for customers, and conduct health checks to identify growth opportunities across Higher Education

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).
• Requirement to travel between 20-30% by both air and car

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

Communication skills

Analytical skills

Explain tech concepts

Multitasking

Sales/CS experience

Education

Bachelor’s degree preferred

Tools

MS Office

CRM systems

Job description

Cengage Group in the United States is seeking a Customer Success Consultant to serve as a strategic partner and trusted advisor to customers in Mississippi and Tennessee. Your mission is to ensure customers achieve their outcomes through the use of Cengage technology, driving adoption and long-term value.

You will renew and retain customers, tailor success plans, provide proactive training, advocate for customers, and conduct health checks to identify growth opportunities across Higher Education