Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.
Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.
Develop and implement tailored success plans that align with customer goals and increase product usage.
Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.
Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.
Conduct regular health checks to assess value realization and identify opportunities for growth.
Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Proven ability to quickly learn and master new systems and applications.
Excellent communication and presentation skills.
Strong analytical skills with the ability to translate data into actionable insights.
Ability to explain technical concepts in a clear, business-friendly manner.
Skilled at managing and prioritizing multiple customer needs simultaneously.
Requirement to travel in assigned territory between 20-30% by both air and car.
Bachelor’s degree preferred.
5+ years of experience in a Sales or Customer Success role.
Experience in Educational Technology or Higher Education.
Familiarity with the Higher Education landscape, including Learning Management Systems (LMS).

Comprehensive and rewarding Total Rewards package designed to support and empower employees

Customer Success Consultant

Key skills