Customer Success Manager (Remote)

Cengage is a global education technology company dedicated to enhancing learning experiences for students worldwide. As a Customer Success Manager, you will drive digital adoption and ensure customer satisfaction by leading onboarding, mentoring instructors, and monitoring digital usage patterns to foster growth and engagement.

Responsibilities:

• Lead onboarding and activation for all new digital customers
• Deliver instructor mentoring to build digital teaching confidence and consistency
• Monitor digital usage patterns and proactively intervene when usage declines
• Conduct quarterly health-check calls with school leadership and instructors
• Maintain Salesforce hygiene, keeping updated renewal pipeline staging and records
• Mentor customers on CIMA and ExamReady analytics, digital lesson planning, and curriculum alignment
• Navigate digital challenges swiftly and effectively
• Find opportunities for digital expansion and upsell additional digital products

Requirements:

• Proven experience in customer success, account management, or educational technology implementation (3–5 years)
• Strong consultative and relationship-building skills to influence faculty and leadership
• Showed strength in analyzing usage data, identifying risk signals, and accomplishing intervention strategies
• Familiarity with CRM systems (e.g., Salesforce) and digital learning platforms
• Ability to manage multiple accounts simultaneously and drive expansion opportunities within existing portfolios
• Excellent communication and collaboration skills