Manager, HED Customer Success, West Coast (Remote)

Cengage Group; Atlanta (GA); Remote; USD 88,000 - 116,000; Full time

Job summary

A global education technology company in Atlanta is seeking a Customer Success Manager to lead a customer-centric team, achieve retention and sales goals, and cultivate strong customer relationships. The ideal candidate has significant experience in customer success, proven people leadership skills, and a results-driven mentality. This position offers a competitive compensation package ranging from $88,600 to $115,200 USD.

Qualifications

• Proven experience in customer success or account management roles.
• Prior people leadership experience.
• Record of achieving team goals.

Responsibilities

• Manage and develop a customer-centric team.
• Achieve customer retention and sales goals.
• Oversee and cultivate customer relationships.

Skills

Customer success experience

People leadership

Results-driven mentality

Communication skills

Analytical skills

Education

Bachelor's degree preferred

Tools

CRM systems

eLearning platforms

Job description

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students 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.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work.

What you'll do here:

• Team management and development: Staffs and drives a successful culture and customer-centric team. Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team. Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members.

• Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.

• Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration. Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.

• Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met.

• Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track. Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement.

• Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.

• Performs other duties as needed to achieve organizational goals.

Skills you will need here:

• Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degree.

• Prior people leadership experience leading customer success, initiatives, projects, or teams and implementing effectively.

• Results-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectives.

• Ability to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievement.

• Record of leading change effectively.

• Experience with eLearning and online homework digital solutions/platforms highly preferred.

• Experience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.

• Strong communication skills, written and verbal to effectively lead teams and engage customers.

• Ability to collaborate and influence cross-functional teams.

• Analytical skills to measure and report on team performance and customer success metrics.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other 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.

About Cengage Group

Cengage Group, 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.

Compensation

At Cengage Group, 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: $88,600.00 - $115,200.00 USD.