Manager, Customer Success

We believe in the power and joy of learningAt Cengage, 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.Cengage'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.Our culture values inclusion, engagement, and discoveryOur business is driven by our strong culture, and we know that creating an inclusive 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 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-belonging/.What you'll do here:As the Manager, Customer Success, you will play a strategic and hands-on leadership role in shaping the customer experience across our digital learning platforms. You will lead a team of Customer Success Specialists who serve as trusted advisors to educators, librarians, and institutional partners throughout the customer lifecycle—from initial engagement and pre-sale consultation to onboarding, training, and long-term support.This role is central to our mission of empowering educators and learners through innovative digital solutions. You will work closely with regional Sales Managers to align customer success initiatives with sales goals, ensuring that our platforms are not only adopted but embraced by users. Your team will be instrumental in demonstrating product value, driving engagement, and ensuring that customers achieve their desired outcomes.You will also support and drive the implementation and scaling of customer success strategies that support our ELT, HED, and Gale businesses. This includes training frameworks, monitoring customer health metrics, and implementing proactive engagement plans to reduce churn and increase satisfaction. Your leadership will help ensure that every customer interaction reflects our commitment to excellence, innovation, and partnership.This is a highly collaborative role that requires cross-functional coordination with Sales, Marketing, Product, and Technical Support teams. You’ll need to be both a strategic problem solver and a tactical executor—capable of inspiring your team, optimizing processes, and delivering measurable results in a fast-paced, evolving environment.Key Accountabilities:People LeadershipLead and inspire a team of Customer Success Specialists, fostering a culture of customer-centricity, collaboration, and performance excellence.Set clear expectations, manage performance, and support professional development to build a high performing, engaged team.Attract, retain, and develop top talent while promoting a positive and inclusive team environment.Collaborate cross-functionally with Sales, Marketing, Product, and Technical Support to ensure a seamless and consistent customer experience.Pre-Sales SupportPartner with Sales Managers to support digital sales efforts by aligning customer success activities with sales strategies.Guide the team in demonstrating platform capabilities, supporting onboarding conversations, and contributing to deal closure.Provide actionable insights into customer needs and feedback to inform sales approaches and product development.Post-Sales Enablement & AdoptionBe responsible for the delivery of effective onboarding and enablement plans to ensure customers are confident and successful in using Cengage digital products.Support and implement scalable training frameworks, resources, and success plans to drive sustained usage and engagement.Monitor customer health and proactively address adoption challenges or satisfaction concerns to reduce churn and enhance retention.Support the execution of seasonal customer engagement programs, such as Back-to-School initiatives, in collaboration with Marketing.Analytics & ReportingTrack and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities.Use