Manager, Customer Success, West (Remote)

We believe in the power and joy of learningAt Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.Our culture values diversity, engagement, and discoveryOur business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ .What you'll do here:Team management and development : Staffs and drives a successful culture and customer-centric team. Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team. Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members. Engages sales programs and talent development opportunities to build a culture of continual learning, skills growth, and development.Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration. Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met. Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track. Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals. Builds mitigation plans where needed.Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.Performs other duties as needed to achieve organizational goalsSkills you will need here:Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degreePrior leadership experience leading initiatives, projects, or teams and implementing effectivelyResults-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectivesAbility to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievementRecord of leading change effectivelyExperience with eLearning and online homework digital solutions/platforms highly preferredExperience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systemsStrong communication skills, written and verbal to effectively lead teams and engage customersAbility to collaborate and influence cross-functional teamsAnalytical skills to measure and report on team performance and customer success metricsCengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links.Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.About Cengage GroupCengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.CompensationAt Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our Total Rewards Philosophy .The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.$88,600.00 - $141,800.00 USDCengage Group , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.