Manager, Customer Success, West (Remote)

$88,600 - $141,800/Yr

Cengage Learning - Raleigh, NC

Full-time - Mid Level

Remote - Raleigh, NC

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 based in Raleigh, North Carolina, and is designed for a leader who is passionate about driving innovation in education. You will be responsible for managing and developing a customer-centric team, ensuring that they are equipped to meet the needs of our customers and achieve sales goals. Your leadership will be crucial in fostering a culture of continuous learning and development within your team, as well as implementing effective change management strategies to enhance team performance. In this role, you will oversee customer retention and sales growth by implementing strategic campaign strategies and tracking team activities. You will cultivate strong customer relationships, ensuring effective communication and collaboration to understand their needs and challenges. Your ability to partner with internal and external stakeholders will be essential in addressing gaps and implementing solutions that meet customer needs. You will also leverage key metrics to measure team performance and customer outcomes, providing insights and recommendations for continuous improvement. As a leader, you will drive customer success initiatives that align with organizational objectives, focusing on operational effectiveness and strategies to retain customers and grow sales. Your role will involve regular reporting on customer success metrics and team activities, ensuring that the organization stays on track to meet its goals. You will also be expected to perform other duties as needed to achieve organizational objectives, making this a dynamic and impactful position within Cengage Group.

Responsibilities

• Staff and drive a successful culture and customer-centric team.
• Implement change successfully through preparing the team, being clear, communicating often, and instilling confidence in the team.
• Set clear performance expectations, build crucial skills, provide ongoing coaching and support, and train and develop team members.
• Engage sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development.
• Implement campaign strategies and drive accountability for achieving customer retention and sales growth goals through strategic territory planning.
• Track team activity, product usage, proactively address at-risk adoptions, and drive effective strategies.
• Oversee and cultivate customer relationships, ensuring effective communication and collaboration.
• Partner with the team to understand customer needs, challenges, and goals, providing strategic guidance and support to retain customers and achieve upsells and conversions.
• Collaborate with external and internal partners and stakeholders to reduce costs to serve and proactively address gaps.
• Provide insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.
• Leverage key metrics to measure team performance and customer outcomes, taking action where needed to stay on track.
• Regularly analyze and report on customer success metrics, providing insights and recommendations for continuous improvement.
• Lead and drive projects and initiatives focused on achieving organizational objectives such as operational effectiveness and optimizing team performance.

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 and record of achieving team goals and objectives.
• Ability to build a successful culture where the 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 the 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.

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 designed to support and empower employees.
• Incentive compensation program beyond base pay range.
• Opportunities for professional development and continuous learning.