Manager, Customer Success, West (Remote)

$88,600 - $141,800/Yr

Cengage Learning - Philadelphia, PA

Full-time - Manager

Remote - Philadelphia, PA

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 based in Philadelphia, Pennsylvania, 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. In this role, you will implement campaign strategies and drive accountability for achieving customer retention and sales growth goals through strategic territory planning and proactive engagement with at-risk adoptions. You will oversee and cultivate customer relationships, ensuring effective communication and collaboration to understand their needs and challenges. Your ability to provide strategic guidance and support will be crucial in retaining customers and achieving upsells and conversions. Collaboration is key in this position, as you will work closely with internal and external partners, including sales, marketing, and product teams, to address customer needs and implement solutions. You will leverage key metrics to measure team performance and customer outcomes, regularly analyzing and reporting on customer success metrics to provide insights for continuous improvement. Additionally, you will lead customer success initiatives focused on operational effectiveness and strategies to retain customers and grow sales. This position requires a results-driven mentality with a focus on customer satisfaction and sales growth, as well as a proven track record of leading change effectively. You will be expected to foster a culture of continual learning and skills development within your team, ensuring that they are motivated and supported in achieving their goals. Your experience with eLearning and online homework digital solutions, along with strong communication and analytical skills, will be essential for success in this role.

Responsibilities

• Staff and drive a successful culture and customer-centric team.
• Implement change successfully through preparing the team and communicating often.
• 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 customer success initiatives focused on operational effectiveness and sales growth.

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 and customer success metrics.

Nice-to-haves

• Experience in the education technology sector.
• Familiarity with digital learning platforms and tools.
• Knowledge of customer success best practices.

Benefits

• Comprehensive Total Rewards package including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career growth.
• Flexible work arrangements and remote work options.