Customer Success Consultant
$67,000–$87,100 year
On-siteWisconsin, United States
Job Summary
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. Requires 5+ years of experience in Sales or Customer Success, with familiarity with Higher Education and Learning Management Systems. 20-30% travel by air and car.
Required Qualifications
- 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
- Requirement to travel between 20-30% by both air and car
Desired 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)
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