Customer Success Manager

Customer Success Manager (Fixed Term)

Position Summary

The Customer Success Manager (CSM) will be responsible for driving customer engagement, adoption, retention, and long-term value realization across Sage products (LR division) within assigned academic and research institutions. The role will act as a trusted advisor to librarians, faculty members, researchers, and institutional administrators by delivering training, promoting resource utilization, and ensuring an outstanding customer experience.

Reporting To

Director – Sales (Journals & Digital Resources)

Duration

11 months (Fixed-Term Contract)

Location

Gurugram, India

Key Responsibilities

• Customer Engagement & Relationship Management
  
  

Objective: Ensure proactive engagement with assigned academic and library customers.

Responsibilities

• Serve as the primary relationship owner for assigned institutional customers.
• Build strong partnerships with librarians, faculty members, researchers, and administrators.
• Conduct regular business reviews and customer check-ins.
• Support onboarding and activation of new customers.
• Identify opportunities to deepen engagement and customer value realization.
• Manage customer queries and coordinate timely resolution with internal teams.
  
  

Success Measures

• 100% coverage of assigned strategic accounts.
• Follow-up communication completed within 5 working days.
• Minimum two meaningful engagement touchpoints per key account per quarter.
• Product Training & User Education
  
  

Objective: Drive awareness, adoption, and effective use of subscribed LR resources (digital products)

Responsibilities

• Deliver product demonstrations, onboarding programs, webinars, workshops, and training sessions.
• Support faculty engagement and curriculum integration initiatives.
• Develop tailored training plans based on institutional requirements.
• Share best practices, learning resources, and product updates with customers.
• Act as a product expert and advocate.
  
  

Success Measures

• Minimum four customer training sessions/workshops per month.
• satisfaction score of 4/5 or higher.
• Follow-up opportunities generated from all major training sessions.
• Adoption, Usage Growth & Retention
  
  

Objective: Increase resource utilization and maximize customer value.

Responsibilities

• Analyze usage data and identify adoption trends.
• Develop engagement plans for low-usage accounts.
• Partner with librarians to improve discoverability and awareness.
• Monitor renewal-risk indicators and proactively address adoption challenges.
• Support account retention and expansion opportunities.
  
  

Success Measures

• Monthly usage review of all assigned accounts.
• Documented engagement plans for low-utilization institutions.
• Measurable improvement in usage and engagement across priority customers.
• Customer Success Operations & Reporting
  
  

Objective: Maintain operational excellence and data-driven customer management.

Responsibilities

• Record customer interactions and activities in CRM.
• Maintain account plans, engagement reports, and follow-up actions.
• Track training outcomes and customer feedback.
• Prepare monthly activity, usage, and engagement reports.
• Provide actionable customer insights to sales and management teams.
  
  

Success Measures

• 100% CRM compliance and activity updates.
• Timely submission of monthly reports.
• Accurate documentation of customer feedback and action plans.
• Digital Engagement & Customer Advocacy
  
  

Objective: Build customer advocacy and scalable engagement programs.

Responsibilities

• Identify faculty champions and librarian advocates.
• Coordinate testimonials, success stories, and case studies.
• Support digital engagement campaigns and webinar promotions.
• Collaborate with marketing for customer communication initiatives.
• Encourage participation in user forums, events, and webinars (all to be done with coordination with marketing)
  
  

Success Measures

• Minimum two customer success stories or testimonials secured.
• Successful support of customer-facing engagement campaigns.
• Development of a pipeline of faculty and librarian advocates.
  
  

Required Skills & Competencies

Customer Success & Relationship Management

• Strong stakeholder management and relationship-building skills.
• Ability to engage confidently with senior academic leaders, librarians, and faculty.
• Customer-centric mindset with a focus on value realization and retention.
• Ability to identify customer needs and translate them into engagement strategies.
  
  

Communication & Presentation Skills

• Excellent verbal and written communication skills.
• Strong public speaking and training facilitation capabilities.
• Ability to conduct webinars, workshops, and executive-level presentations.
• Strong interpersonal and networking skills.
  
  

Analytical & Reporting Skills

• Ability to interpret usage statistics and engagement metrics.
• Data-driven approach to identifying risks and opportunities.
• Experience with CRM systems and customer reporting.
• Proficiency in Excel, Power BI, or similar reporting tools.
  
  

Project & Time Management

• Ability to manage multiple institutions and projects simultaneously.
• Strong planning, organizational, and follow-up skills.
• Ability to work independently while coordinating cross-functional teams.
  
  

Technical & Digital Skills

• CRM platforms (Salesforce preferred).
• Microsoft Office Suite (Excel, PowerPoint, Word).
• Webinar and virtual training platforms (Teams, Zoom)
• Understanding of digital content platforms, databases, and e-resource environments.
  
  

Preferred Qualifications

Education

• Master preferred but Bachelor's degree required.
  
  

Key Stakeholders

External

• Librarians
• Faculty Members
• Researchers
• University Administrators
• Consortia Representatives
  
  

Internal

• Sales Team
• Marketing Team
• Product & Content Teams
• Technical Support Team
• Leadership Team
  
  

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  

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