Customer Success Manager

• Lead and scale the Customer Success organization across verticals and new business lines
• Own the full post-sale lifecycle, including onboarding, adoption, engagement, retention, and expansion
• Define and maintain playbooks, health frameworks, coverage models, documentation, technology stack, and reporting cadence
• Lead the Director of Customer Success and Director of Onboarding & Enablement
• Own organizational design, capacity planning, hiring sequence, role definitions, and career paths
• Establish retention and expansion forecasting with Finance
• Create measurable onboarding paths and track time to value as a KPI
• Own Voice of Customer and health-scoring programs to inform Product prioritization
• Define customer engagement models, touch cadence, business review standards, and escalation paths
• Serve as executive sponsor and senior escalation point for strategic customer relationships
• Oversee HubSpot configuration and customer lifecycle reporting
• Partner with Operations, Product, Finance, Sales, Marketing, and business lines on customer experience, adoption, expansion, and enablement
• Extend the Customer Success operating model to additional business lines without duplicating infrastructure

VP of Customer Success

• Deliver high-quality, empathetic, and exceptional customer service in a contact center
• Handle routine account updates and complex, time-sensitive transactions
• Resolve inquiries from clients’ shareholders
• Use interpersonal and problem-solving skills supported by technology
• Build trust and maintain accuracy and high attention to detail
• Work collaboratively with colleagues and support team success

Customer Success Specialist

• Develop a deep understanding of client goals and evolving needs through regular engagement, performance reviews, and proactive solutions
• Identify and lead opportunities for account growth, renewals, program expansion, and increased utilization through targeted B2B2C marketing and adoption strategies
• Manage client contracts, including program and financial requirements, renewals, amendments, extensions, and contractual compliance
• Coordinate billing and invoicing requirements with clients and internal teams
• Deliver client reporting, executive summaries, progress updates, and year-end reviews
• Monitor KPIs and utilization trends and translate performance data into actionable recommendations
• Lead strategic client engagement from implementation through ongoing operations
• Conduct client meetings and support site expansions, program add-ons, and seasonal program launches and renewals
• Partner with sales, field leadership, and internal teams to strengthen field adoption, address client feedback, and support long-term partnership growth

Client Success Manager

We believe in the power and joy of learning
At Cengage, our employees have a direct impact in helping learners 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.
 
As a Customer Success Consultant, you will serve as a strategic partner and trusted advisor to Cengage customers within your assigned territory. Your mission is to ensure customers achieve their desired outcomes through the effective use of Cengage technology, driving adoption, and long-term value.
We are open to hiring this position anywhere in the United States, though are targeting certain geographies where we have a substantial market share.
 
What you'll do here:

- Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle.

- Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers.

- Develop and implement tailored success plans that align with customer goals and increase product usage.

- Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data.

- Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes.

- Conduct regular health checks to assess value realization and identify opportunities for growth.

- Analyze customer data to uncover risks, renewal challenges, and upsell opportunities.

Skills you will need here:

- 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.

Preferred:

- Bachelor’s degree preferred.

- 5+ years of experience in a Sales or Customer Success role.

- Experience in Educational Technology or Higher Education.

- Familiarity with the Higher Education landscape, including Learning Management Systems (LMS).

- Requirement to travel between 20-30% by both air and car

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.
 
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com.
 
About Cengage 
Cengage, 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.

Compensation
At Cengage, 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 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. 

In this position,  you will be eligible to participate in the company’s variable Sales incentive compensation program.
$67,000.00 - $87,100.00 USDTarget Variable Compensation:
35,000.00 USD Annual: Individual Targetannually
 
Actual incentive earnings are not guaranteed and may be more or less than the target amount based on achievement of performance goals and the terms of the applicable incentive compensation plan.

Customer Success Consultant

• Serve as the primary support for Outside Sales Representatives, addressing high-level customer inquiries and assisting in account management
• Prepare and manage quotes, proposals, and business reviews
• Conduct customer research to identify cross-sell, margin expansion, and revenue growth opportunities
• Manage Salesforce data, including account updates, pipeline tracking, and reporting
• Resolve customer issues by coordinating with internal teams
• Analyze sales data to identify trends, opportunities, and areas for improvement
• Cultivate relationships with existing customers and suppliers to drive satisfaction, loyalty, and retention
• Adapt daily activities to meet customer needs
• Partner with sales representatives, EB Sales Engineers, and store counter sales teams
• Facilitate handoffs and communication between teams
• Assist with scheduling and coordinating partner meetings with outside sales representatives

Customer Success Manager jobs in Kentucky

VP of Customer Success

Customer Success Specialist

Client Success Manager

Customer Success Consultant

Partner Success Sales Associate II