Manager, Customer Success, West (Remote)

$88,600 - $141,800/Yr

Cengage Learning - Sioux Falls, SD

Full-time - Manager

Remote - Sioux Falls, SD

501-1,000 employees

Publishing Industries

About the position

As the Manager of Customer Success for the West region at Cengage Group, you will play a pivotal role in driving customer satisfaction and retention through effective team management and strategic initiatives. Your primary responsibility will be to lead a customer-centric team, fostering a culture that prioritizes customer success and engagement. You will implement change management strategies to prepare your team for new initiatives, ensuring clear communication and instilling confidence among team members. Setting clear performance expectations and providing ongoing coaching and support will be essential to your role, as will engaging in talent development opportunities to promote a culture of continuous learning and skills growth. In addition to team management, you will be responsible for achieving customer retention and sales goals. This will involve implementing campaign strategies, tracking team activities, and proactively addressing at-risk adoptions. You will oversee customer relationships, ensuring effective communication and collaboration to understand customer needs and challenges. Your strategic guidance will be crucial in retaining customers and achieving upsells and conversions. Collaboration will be a key aspect of your role, as you will work closely with internal and external partners, including sales, marketing, and product teams. By providing insights and feedback from customers, you will help drive product enhancements and improve customer support initiatives. You will also leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to identify areas for continuous improvement. As a leader, you will spearhead customer success initiatives aimed at achieving organizational objectives, optimizing team performance, and developing strategies to retain customers and grow sales. Your ability to perform other duties as needed to achieve organizational goals will be essential in this dynamic role.

Responsibilities

• Staff and drive a successful culture and customer-centric team.
• Implement change successfully through preparing the team and communicating effectively.
• Set clear performance expectations and provide ongoing coaching and support.
• Engage in sales programs and talent development opportunities.
• Implement campaign strategies to achieve customer retention and sales growth goals.
• Oversee and cultivate customer relationships, ensuring effective communication and collaboration.
• Collaborate with internal and external partners to address customer needs and implement solutions.
• Leverage key metrics to measure team performance and customer outcomes.
• Regularly analyze and report on customer success metrics for continuous improvement.
• Lead and drive projects focused on achieving organizational objectives.

Requirements

• 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 leadership experience leading initiatives, projects, or teams.
• Results-driven mentality with a focus on customer satisfaction and sales growth.
• Ability to build a successful culture where the team is supported and motivated.
• Record of leading change effectively.
• Experience with eLearning and online homework digital solutions/platforms highly preferred.
• Experience with CRM systems and ability to grasp technical concepts.
• Strong communication skills, both written and verbal.
• Ability to collaborate and influence cross-functional teams.
• Analytical skills to measure and report on team performance.

Nice-to-haves

• Experience with digital education platforms.
• Familiarity with sales data and systems.

Benefits

• Comprehensive Total Rewards package including competitive salary and incentive compensation.
• Opportunities for professional development and continuous learning.
• Inclusive workplace culture that values diversity and engagement.