Manager, Customer Success, West (Remote)

$88,600 - $141,800/Yr

Cengage Learning - Washington, DC

Full-time - Manager

Remote - Washington, DC

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 designed for a leader who is passionate about driving innovation in education and has a strong commitment to customer success. You will be responsible for managing and developing a customer-centric team, ensuring that they are equipped with the skills and support necessary to meet performance expectations and achieve customer retention and sales goals. Your leadership will be crucial in fostering a culture of continual learning and development within your team, as well as in implementing effective change management strategies. In this role, you will oversee customer relationship management, ensuring effective communication and collaboration with customers. You will partner with your team to understand customer needs and challenges, providing strategic guidance to retain customers and drive upsells. Your ability to collaborate with cross-functional teams, including sales, marketing, and product development, will be essential in addressing customer needs and implementing solutions that enhance customer satisfaction. You will also be responsible for measuring team performance and customer outcomes through key metrics, regularly analyzing and reporting on customer success metrics, and providing insights for continuous improvement. Leading customer success initiatives will be a key part of your role, as you drive projects focused on operational effectiveness and strategies to retain customers and grow sales. Your contributions will directly impact the success of Cengage Group's mission to support learning and student success through innovative digital solutions.

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 to team members.
• Engage in sales programs and talent development opportunities to foster a culture of continual learning.
• 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, taking action as needed.
• Lead and drive projects focused on achieving organizational objectives and improving ways of working.
• Perform other duties as needed to achieve organizational goals.

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 and implementing effectively.
• 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 and customer success metrics.

Nice-to-haves

• Experience in the education technology sector.
• Familiarity with digital learning platforms and tools.
• Knowledge of sales strategies and customer engagement techniques.

Benefits

• Comprehensive Total Rewards package including competitive salary and incentive compensation.
• Health insurance coverage.
• Dental and vision insurance.
• 401(k) retirement savings plan with company matching contributions.
• Flexible scheduling and remote work options.
• Professional development opportunities and training programs.