Education Tech Customer Success Architect

Cengage; Town of Florida (NY); Hybrid; USD 67,000 - 87,000; Full time

Job summary

Cengage, a global education technology company serving millions of learners, is seeking a customer success professional in the United States. You’ll develop strong product knowledge, align implementations to customers’ goals, and build trusted advisor relationships with school administrators to drive adoption and retention.

You’ll partner with internal teams on professional development and customer support, monitor project progress, and manage renewal opportunities.

Qualifications

• Bachelor’s degree required; 3–5 years of customer success, sales or education experience.
• Understanding of and experience in implementing successful customer retention and growth strategies.
• Strong MS Office skills and Excel experience required.

Responsibilities

• Consultant: develop strong product knowledge and align product implementation to customer’s goals and outcomes.
• Ability to clearly communicate with school administrators to understand their needs and outcomes.
• Build and maintain relationships, becoming a trusted advisor to partners to ensure customer retention.
• Partner with internal teams on professional development and customer support to create customer journey maps and inform product development roadmap.
• Project Manager: monitor each step of implementation process and project progress; anticipate issues and manage details.
• Develop a strategic plan to build customer relationships with key customer roles.
• Engage colleagues to provide solutions including onboarding/training and customer support needs.
• Account Manager: actively engage customers regarding product implementation and use.
• Monitor expirations and renewal targets and leverage relationships to achieve renewals.
• Respond to customer inquiries and resolve issues in a timely manner.

Skills

Customer success

Sales experience

Education experience

MS Office

Excel experience

Communication skills

Relationship building

Education

Bachelor’s degree

Job description

Cengage, a global education technology company serving millions of learners, is seeking a customer success professional in the United States. You’ll develop strong product knowledge, align implementations to customers’ goals, and build trusted advisor relationships with school administrators to drive adoption and retention.

You’ll partner with internal teams on professional development and customer support, monitor project progress, and manage renewal opportunities.