Customer Success Consultant (Remote)

Cengage Learning Holdings II, Inc.

Job Overview

Location

7 Locations

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for Cengage customers within assigned territories, building and maintaining strong, long-term relationships throughout the entire customer lifecycle.
• Drive customer retention and renewal by achieving or exceeding established revenue targets through strategic account management and value demonstration.
• Develop and execute customized customer success plans aligned with individual customer goals to maximize product adoption and long-term value realization.
• Deliver proactive training, guidance, and best practices to customers using Cengage’s digital solutions such as MindTap and WebAssign, tailored to their specific objectives and usage data.
• Conduct regular customer health checks to evaluate product usage, identify risks to renewal, and uncover opportunities for upsell or expansion.
• Analyze customer data to detect patterns of underutilization, churn risk, and potential growth areas, translating insights into actionable strategies.
• Advocate for customers internally during the resolution of high-severity issues, ensuring timely, effective outcomes and maintaining trust in Cengage’s support ecosystem.
• Collaborate with cross-functional teams including sales, product, and technical support to ensure seamless customer experiences and alignment with institutional needs.
• Maintain accurate and up-to-date customer records in CRM systems, documenting interactions, success metrics, and strategic initiatives.
• Travel between 20-30% of the time via air and car to meet with customers in person across assigned regions, including campuses and institutional offices.
• Stay informed about evolving trends in higher education and learning technology to provide relevant, forward-thinking advice to customers.
• Communicate complex technical concepts in clear, business-friendly language to non-technical stakeholders including faculty, administrators, and institutional leaders.
• Prioritize and manage multiple customer accounts simultaneously, balancing urgent needs with long-term strategic goals.
• Act as a trusted advisor to customers, helping them leverage Cengage’s digital platforms to improve teaching outcomes and student success.

🎯 Requirements

• Proven ability to quickly learn and master new systems and applications
• Excellent communication and presentation skills
• Strong analytical skills with the ability to translate data into actionable insights
• Ability to explain technical concepts in a clear, business-friendly manner
• Skilled at managing and prioritizing multiple customer needs simultaneously
• Requirement to travel between 20-30% by both air and car

🏖️ Benefits

• Comprehensive Total Rewards package including base pay and incentive compensation
• Commitment to inclusion, engagement, and belonging in the workplace
• Opportunities to work with leading educational technology platforms like MindTap and Cengage Unlimited
• Support for professional growth through training and development resources

Skills & Technologies

Onsite

Degree Required

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Cengage Learning Holdings II, Inc.

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About Cengage Learning Holdings II, Inc.

Cengage provides higher education course materials, digital learning platforms, and e-textbooks. Its offerings include MindTap, WebAssign, and Cengage Unlimited, serving colleges, universities, students, and lifelong learners worldwide.

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