Manager, Customer Success, Central
Cengage Group
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Iowa, Kentucky, Mississippi • 🇺🇸 United States
Visit company websiteSalary
💰 $88,600 - $115,200 per year
Job Level
Mid-LevelSenior
About the role
- Team management and development: Staffs and drives a successful culture and customer-centric team.
- Implements change successfully through preparing team, being clear, communicating often, and instilling confidence in the team.
- Sets clear performance expectations, builds crucial skills, provides ongoing coaching and support, and trains and develops team members.
- Achieves Customer Retention and Sales Goals: Implements campaign strategies and drives accountability for achieving customer retention and sales growth goals through strategic territory planning, tracking team activity, tracking product usage, proactively addressing at-risk adoptions, and driving effective strategies.
- Customer relationship management: Oversees and cultivates customer relationships, ensuring effective communication and collaboration.
- Partners with team to understand customer needs, challenges, and goals, and provides strategic guidance and support to retain customers and achieve upsells and conversions.
- Cross-functional collaboration: Collaborates with external and internal partners and stakeholders including sales, marketing, product, 3rd party partners, and support teams to reduce costs to serve, proactively address gaps, implement solutions, and ensure customer needs are met.
- Provides insights and feedback from customers to drive product enhancements, marketing initiatives, and customer support improvements.
- Performance measurement and reporting: Leverages key metrics to measure team performance and customer outcomes, and takes action where needed to stay on track.
- Regularly analyzes and reports on customer success metrics, providing insights and recommendations for continuous improvement, and proactively reports on team activities and progress towards sales goals.
- Builds mitigation plans where needed.
- Customer success initiatives: Leads and drives projects and initiatives focused on achieving organizational objectives such as operational effectiveness, applying sales data and systems, optimizing team performance, improving ways of working, and strategies to retain customers and grow sales.
- Performs other duties as needed to achieve organizational goals.
Requirements
- Proven experience in customer success or account management roles; bachelor’s degree preferred or minimum of 5 years of experience without a college degree
- Prior leadership experience leading initiatives, projects, or teams and implementing effectively
- Results-driven mentality with a focus on customer satisfaction and sales growth and record of achieving team goals and objectives
- Ability to build successful culture where team is supported, motivated, and focused on skills development to enable goal achievement
- Record of leading change effectively
- Experience with eLearning and online homework digital solutions/platforms highly preferred
- Experience with CRM systems with ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems
- Strong communication skills, written and verbal to effectively lead teams and engage customers
- Ability to collaborate and influence cross-functional teams
- Analytical skills to measure and report on team performance and customer success metrics
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementperformance measurementsales growthchange managementeLearning solutionsCRM systemsanalytical skillsstrategic planningcoaching
Soft skills
team managementcommunicationcollaborationleadershipcustomer satisfactionresults-drivenmotivationinfluencesupportproblem-solving