Customer Success Specialist, California (Remote)

📋 Description

• • Own a multi-million-dollar book of business and become the trusted partner for 200+ higher-education faculty across California, driving measurable improvements in student engagement, retention, and course success rates.
• • Own the full customer lifecycle—from onboarding through renewal—by delivering white-glove training on Cengage digital platforms (MindTap, WebAssign, Cengage Unlimited) and translating complex data into actionable insights that help instructors increase pass rates and lower DFW rates.
• • Exceed an annual sales quota by uncovering expansion opportunities within existing accounts; use consultative selling techniques to recommend additional digital solutions, multi-term access models, and inclusive-access programs that align with each institution’s strategic goals.
• • Build and execute a data-driven territory plan that prioritizes high-impact activities: proactive outreach cadences, virtual workshops, LMS integrations, and semester checkpoints that ensure 95%+ digital course activation and 90%+ instructor satisfaction scores.
• • Serve as the voice of the customer inside Cengage by funneling instructor feedback to Product, Marketing, and Content teams; champion feature requests that improve accessibility, analytics dashboards, and seamless LMS integrations.
• • Diagnose adoption barriers—technical, pedagogical, or budgetary—and craft tailored success plans that include faculty champions, student ambassadors, and on-campus events, turning at-risk accounts into renewal success stories.
• • Collaborate daily with Sales, Marketing, Implementation, and Support teams in a fast-moving, agile environment; share best practices in weekly stand-ups and contribute to a living knowledge base that accelerates team ramp-up and customer outcomes.
• • Leverage Salesforce, Tableau, and Gainsight to monitor health scores, usage trends, and renewal forecasts; present quarterly business reviews to deans and department chairs that demonstrate ROI and secure multi-year commitments.
• • Champion Cengage’s commitment to inclusion and belonging by ensuring equitable access to digital materials for all learners, including first-generation, ESL, and disabled students.
• • Work remotely from anywhere in California while maintaining a disciplined, outcome-oriented schedule that balances customer-facing activities, strategic planning, and continuous learning on emerging ed-tech trends.
• • Travel up to 20% for high-value campus visits, faculty development days, and regional conferences where you will deliver keynote sessions on digital pedagogy and inclusive course design.
• • Contribute to the evolution of Cengage’s customer-success playbooks by piloting new engagement models, A/B testing messaging, and publishing case studies that scale best practices across the national team.