Inside Client Success Manager

Cengage Group; Billings (MT); On-site; USD 60,000 - 73,000; Full time

Job summary

Cengage Group in the United States is seeking an account-focused professional to manage assigned accounts, drive renewals, and grow revenue through cross-sell and upgrades. You will work with management and executives to understand objectives and develop a consultative plan, coordinating with technical support as needed.

You will monitor usage and health metrics, maintain accurate account administration in Salesforce and Gainsight, and stay current on product knowledge.

Qualifications

• Experience building relationships with customers and executives.
• Strong communication, presentation, and influencing skills.
• Ability to manage multiple projects with attention to detail.
• Excellent listening, negotiation and problem-solving abilities.
• Self-starter, highly motivated, and thrives in a high-performance setting.
• Natural relationship builder with integrity and reliability.
• Ability to prioritize among competing tasks.

Responsibilities

• Handle the assigned accounts to meet quota.
• Build relationships with new customers, including management and executive collaborators.
• Develop a strategy and plan for achieving customer objectives consultatively.
• Coordinate with technical support for complex questions.
• Monitor customer usage, adoption, and health metrics.
• Collaborate with clients to ensure successful integration of Infosec products and add-ons.
• Conduct scheduled business appraisals to boost product uptake.
• Maintain outstanding administration of your accounts.
• Stay current on company and industry product knowledge.
• Responsible for renewals and growth through cross-sell and upgrades.
• Manage pipeline to meet monthly, quarterly, yearly forecasts in Salesforce.com and Gainsight.
• Embody the Cengage Credo and our ethos.
• Perform other duties to achieve Infosec goals.

Skills

Rapport building

Communication

Project management

Negotiation

Self-motivation

Relationship building

Prioritization

Tools

Salesforce

Gainsight

Job description

Ohio, USA

United States

Full time

R2026-973

We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

What you'll do here:

• Handle the assigned accounts to consistently perform at or above quota.

• Build relationships with new customers, including management and executive collaborators, and understand their objectives.

• Develop a strategy and plan for achieving customer objectives from a consultative approach.

• Coordinate with technical support for technically complex questions.

• Monitor customer usage, adoption, and customer health metrics.

• Consistently collaborate with clients to ensure continuous successful integration of Infosec’s products and enhance added benefits over the duration of the subscription.

• Undertake scheduled business appraisals with customers to verify delight, address technical obstacles, and boost product uptake.

• Maintain outstanding administration of your accounts.

• Stay current on company and industry product knowledge.

• Responsible for client renewals and incremental growth goals through cross-sell, add-on, and upgrade sales to existing customers.

• Manage pipeline to deliver results against monthly, quarterly, and yearly forecast objectives and track sales activities in Salesforce.com and Gainsight.

• Embody the Cengage Credo by demonstrating our ethos.

• Perform other duties as needed to achieve Infosec goals.

Skills you will need here:

• Ability to build rapport through phone calls, email, and video conferencing.

• Demonstrated ability to communicate, present, and influence credibly and effectively.

• Proven ability to manage multiple projects at a time while paying strict attention to detail and prioritization.

• Excellent listening and negotiation skills; critical thinking and problem-solving skills.

• Confident self-starter, highly motivated, and able to excel in a high-performance setting.

• Natural relationship builder with integrity, reliability, and maturity.

• Ability to prioritize among competing tasks.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail] .

About Cengage

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location.

In this position, you will be eligible to participate in the company’s variable Sales incentive compensation program.

$60,000.00 - $73,000.00 USD0

Target Variable Compensation:

14,600.00 USD Annual: Individual Target

annually

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.

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we’ve built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.