Manager, Customer Success Consultant
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Job Description
Manager, Customer Success at Cengage Group driving student engagement and educational adoption. Leading initiatives with district partners to ensure exceptional outcomes and lasting 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 adoptions—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 for high touch adoptions
- Deliver custom monthly outreach, training, and support
- Conduct 1–2 strategic check-ins per year for medium touch adoptions
- Promote self-service enablement for low touch / scaled adoptions
- 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 preferred
- Experience with digital content platforms (e.g., Gale) preferred
- Background in instructional design or professional development for educators preferred
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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