Manager, Customer Success Consultant (Remote)

Cengage Group is a global education technology company that empowers learners through innovative digital products and services. As a Manager, Customer Success, you will lead a team focused on enhancing customer experiences throughout the entire customer journey, from acquisition to renewal, while mentoring peers and refining processes for scalable impact.

Responsibilities:

• Partner with sales to support pre-sale discovery, messaging, and success planning
• Help districts understand the value of Core and Gale solutions and how they align with instructional goals
• Lead onboarding and implementation, ensuring a smooth transition and early success
• Serve as the quarterback for large sadoption—coordinating internal teams and district stakeholders
• Build strong relationships with district leaders and align product use with their strategic priorities
• Monitor usage data and feedback to drive engagement and identify opportunities for growth
• Conduct quarterly or monthly partnership meetings
• Deliver custom monthly outreach, training, and support
• Conduct 1–2 strategic check-ins per year
• Provide scaled outreach and onboarding support as capacity allows
• Deliver curated content via newsletters, webinars, and asynchronous resources
• Promote self-service enablement
• Strategically drive renewals and seat expansion by demonstrating value and aligning with district goals
• Identify and act on opportunities to increase adoption footprint within districts
• Advocate for the customer internally and ensure a seamless, high-impact experience
• Share best practices and insights to improve team workflows and customer outcomes
• Support onboarding and coaching of team members
• Contribute to cross-functional initiatives that enhance the customer success experience

Requirements:

• 3+ years of experience in customer success, account management, or educational consulting
• Strong understanding of the K–12 education landscape and instructional technology
• Proven ability to drive business outcomes while delivering outstanding customer experiences
• Excellent communication, presentation, and relationship-building skills
• Proficiency with CRM systems, virtual meeting tools, and EdTech platforms
• Background in education or EdTech
• Experience with digital content platforms (e.g., Gale)
• Background in instructional design or professional development for educators