Strategic Client Success Manager - Renewals & Growth

Cengage Group; Omaha (NE); Remote; USD 60,000 - 73,000; Full time

Job summary

Cengage Group is seeking an experienced Sales/Customer Success professional to manage assigned accounts, drive renewal and growth, and advocate for customers with cross-functional teams. You will use Salesforce.com and Gainsight to monitor usage and health metrics while coordinating with technical support on complex questions.

The role emphasizes consultative strategy, relationship-building with executives, and disciplined pipeline management across monthly, quarterly, and annual targets.

Qualifications

• Proven ability to manage multiple projects with attention to detail.
• Strong listening, negotiation, and influencing skills.
• Experience building relationships with management and executives.
• Familiarity with CRM and customer success metrics.

Responsibilities

• 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.
• Collaborate with clients to ensure successful integration of Infosec's products and enhance benefits over the subscription duration.
• Undertake scheduled business appraisals with customers to verify delight and address obstacles.
• Maintain outstanding administration of your accounts.
• Stay current on company and industry product knowledge.
• Responsible for client renewals and incremental growth through cross-sell, add-on, and upgrade sales.
• Manage pipeline to deliver results against forecasts in Salesforce.com and Gainsight.
• Embody the Cengage Credo by demonstrating our ethos.
• Perform other duties as needed to achieve Infosec goals.

Skills

Relationship building

Verbal & written communication

Multitasking & prioritization

Negotiation & influence

Proactive self-starter

Executive collaboration

Prospecting & outreach

Tools

Salesforce.com

Gainsight

CRM tools

Job description

Cengage Group is seeking an experienced Sales/Customer Success professional to manage assigned accounts, drive renewal and growth, and advocate for customers with cross-functional teams. You will use Salesforce.com and Gainsight to monitor usage and health metrics while coordinating with technical support on complex questions.

The role emphasizes consultative strategy, relationship-building with executives, and disciplined pipeline management across monthly, quarterly, and annual targets.