Customer Success Consultant

About the Role

As a Customer Success Consultant, you will serve as a strategic partner and trusted advisor to Cengage customers within your assigned territory in Mississippi and Tennessee. Your mission is to ensure customers achieve their desired outcomes through the effective use of Cengage technology, driving adoption, and long-term value.

Responsibilities

• Act as the designated point of contact for customers, building strong, enduring relationships throughout the 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

• 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.

Qualifications

• 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.

Pay

The full base pay range for this position is $67,000.00 - $87,100.00 USD. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. You will also be eligible for a target variable compensation of $35,000.00 USD annually, with actual incentive earnings based on performance and the terms of the applicable incentive compensation plan.