Customer Success Manager

Cengage Learning - Farmington Hills, MI - Full time


This dynamic and high visibility position within our rapidly expanding and changing Customer Experience department is vital to driving customer retention and optimization. This position delivers on the promise of ensuring every customer derives maximum value from our digital solutions by actively managing customer relationships. The Customer Success Manager delivers high levels of account services through building and maintaining consultative relationships with customers as well as internal stakeholders and cross-functional teams. Although separate from the sales department, this role supports sales activities through proactive calls and activities. The team is dedicated to ensuring our library partners gain value from their electronic resources through the integration of technology, marketing, training, and support into the relationship.

Proactive customer interactions include but are not limited to:

  • New product on-boarding and implementation ensuring customers are fully engaged and getting the value they expect
  • Maximizing exposure of electronic resources through web site review, marketing, promotion, and training
  • Creating awareness and boosting usage of Gale products
  • Connecting libraries to support resources including website widgets, direct access URLs, database icons, promotional materials, training resources, and custom websites, MARC records, and more
  • Share creative ideas on how customers can leverage support resources to drive usage within their community or across their school
  • Walk customers through Gale Admin where they can set up preferences, change or update authentication, and generate usage reports
  • Analysis of customer usage data of online resources


  • Develop and maintain excellent collaborative partnerships with internal and external customers in an assigned territory
  • Gain a holistic view of customers in your assigned market
  • Confirm delivery and availability of subscribed resources
  • Communicate with customers post-sale to help facilitate awareness and high use of Gale products
  • Verify and work to exceed customer expectations
  • Actively manage customer relationships
  • Outside of technical or invoicing issues, serve as the primary support contact for customers: field customer inquiries, help diagnose the root cause of problems, and assist them in navigating the organization as needed to achieve their desired outcome
  • Advocate customer needs cross-departmentally and prioritize as necessary to meet customer timelines
  • Work with sales, training, and marketing to develop post-sale, account-level customer success strategies pursuing customer advocacy and the promotion of best practices
  • Work with customers to help facilitate new product installation in its community or campus (i.e. training, website placement, tools to drive usage, etc.)
  • Develop opportunities to drive value from existing digital products
  • Communicate with vested internal stakeholders and support groups where appropriate
  • Proactively monitor account level usage, making consultative recommendations as appropriate
  • Record all customer events and conversations in CRM ensuring effective use of internal tools
  • Partner with management providing updates, status, and support trends


  • High school graduate or equivalent with some relevant college coursework completed
  • Minimum of three years recent experience in relationship based position such as sales, customer service, or project management
  • Detail oriented and analytical
  • Thrives in a multi-tasking environment
  • Strong written and verbal communication skills
  • Strong presentation skills
  • Connects quickly with others; strongly motivated to leverage and build long-term relationships
  • Ability to grasp technical concepts and capable of mastering new operating systems and digital products
  • Dedicated to exceeding customer expectations, anticipating needs, and focused on improving brand satisfaction
  • Team player who is highly flexible, adaptive to change, strives for superior results and constant improvement
  • Proven ability to work independently leveraging available resources to meet objectives
  • Takes responsibility for actions and has timely follow-up on commitments
  • Individuals in this position must maintain relationships within the department and with staff outside of the department. They must be effective interacting with a broad range of staff and customers at all organizational levels

Preferred Qualifications:

  • Bachelor’s degree
  • ­Proven ability to drive continuous value across a portfolio of products
  • Understanding of customer support technologies and leveraging strategic support to meet business objectives
  • Broad knowledge of the digital information and/or publishing industries

Apply Now

Experience Level

3 to 5 years

Cengage Learning

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