Customer Success Consultant - Remote

Overview

The Customer Success Consultant at Cengage will serve as a strategic partner and trusted advisor to customers, ensuring they achieve their desired outcomes through effective use of Cengage technology.

In Short

• Act as the designated point of contact for customers.
• Build strong, enduring relationships throughout the customer lifecycle.
• Achieve and exceed established revenue targets by retaining and renewing customers.
• Develop tailored success plans that align with customer goals.
• Provide proactive training and guidance based on customer objectives.
• Advocate for customers during high-severity issue resolutions.
• Conduct regular health checks to assess value realization.
• Analyze customer data to uncover risks and upsell opportunities.
• Travel in assigned territory between 20-30%.
• Foster an inclusive workplace culture.

Requirements

• Proven ability to learn and master new systems.
• Excellent communication and presentation skills.
• Strong analytical skills with actionable insights.
• Ability to explain technical concepts clearly.
• Skilled in managing multiple customer needs simultaneously.
• Bachelor’s degree preferred.
• 5+ years of experience in a Sales or Customer Success role.
• Experience in Educational Technology or Higher Education.
• Familiarity with Learning Management Systems (LMS).

Benefits

• Comprehensive Total Rewards package.
• Incentive compensation program beyond base pay.
• Commitment to diversity and inclusion.
• Opportunities for professional development.
• Supportive work environment.