Manager, Customer Success, West (Remote)

$88,600 - $141,800/Yr

Cengage Learning - Albuquerque, NM

Full-time - Manager

Remote - Albuquerque, NM

501-1,000 employees

Publishing Industries

About the position

At Cengage Group, we believe in the power and joy of learning, and as the Manager of Customer Success for the West region, you will play a pivotal role in helping students around the world discover this power. This remote position is centered around driving innovation that enhances the educational experience for millions of learners. You will be responsible for fostering a customer-centric culture within your team, ensuring that every member is equipped to meet the needs of our customers effectively. Your leadership will be crucial in setting clear performance expectations, providing ongoing coaching, and developing your team members to achieve their full potential. In this role, you will implement campaign strategies aimed at achieving customer retention and sales growth goals. This involves strategic territory planning, tracking team activities, and proactively addressing at-risk adoptions. You will oversee customer relationships, ensuring effective communication and collaboration, and partner with your team to understand customer needs and challenges. Your strategic guidance will be essential in retaining customers and achieving upsells and conversions. Collaboration is key in this position, as you will work closely with various internal and external partners, including sales, marketing, and product teams. Your insights 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. Additionally, you will lead customer success initiatives focused on operational effectiveness and optimizing team performance. Your ability to drive change and implement effective strategies will be vital in achieving organizational objectives and ensuring that our customers receive the highest level of service. This role requires a results-driven mentality, a focus on customer satisfaction, and a commitment to fostering a culture of continual learning and development within your team.

Responsibilities

• Staff and drive a successful culture and customer-centric team.
• Implement change successfully through preparing the team and instilling confidence.
• 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 external and internal partners to address gaps 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 in the education technology sector.
• Familiarity with digital learning platforms and tools.

Benefits

• Comprehensive Total Rewards package including competitive salary and incentive compensation.
• Health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid time off and holidays.
• Professional development opportunities.
• Flexible work arrangements.