Customer Success Specialist

The Customer Success Specialist is a customer-facing role and responsible for managing the deployment, enablement, and ongoing support of Cengage’s digital products, including eBooks, digital library and Cengage Learning Platforms (CLP).

Job holder will play a vital role in both pre-sale and post-sale engagement demonstrating the value of our digital learning platforms, leading onboarding and training sessions, and ensuring long-term customer satisfaction and success. This role requires working closely with Sales, align customer success activities with business goals etc. to drive digital adoption and deepen engagement across our platforms.

This role blends training, customer success, and academic engagement, and requires strong communication skills, deep product knowledge, and a passion for delivering exceptional customer experiences.

Key Accountabilities

Customer Onboarding & Training

• Deliver pre- and post-sale digital training and engagement support to academic customers.
• Plan and conduct onboarding and implementation sessions—both onsite and remotely—for educators, librarians, and students.
• Use global and regional onboarding tools and documentation to support customer needs.
• Deliver onboarding and training sessions to ensure customers can effectively use Cengage digital products.
• Maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.
  
  

Customer Engagement & Success

• Support strategic adoption of Cengage resources through proactive customer engagement.
• Monitor customer success metrics and develop action plans to increase product usage and reduce churn.
• Collect and act on customer feedback to improve satisfaction and engagement.
• Provide timely and effective support as a key point of contact for customer inquiries.
• Promote digital platforms through training, events, and ongoing engagement initiatives.
  
  

Operational Execution

• Enable eBook sampling through company’s CRM tool and ensure timely fulfillment.
• Maintain and update eBook titles and eLibrary content within JWALK and TMS systems.
• Upload and maintain digital content across the CD App, CUI interface, and third‑party platforms.
• Generate and manage platform access codes and course keys accurately and efficiently.
  
  

Cross-Functional Collaboration

• Collaborate with Sales, Marketing, Product, and Technical Support teams to ensure a seamless and impactful customer experience.
• Support sales teams by monitoring usage trends and assisting with renewals.
• Provide feedback to internal teams to improve customer experience and inform product development.
  
  

Pre-Sales Support

• Partner with Sales to support digital sales efforts by demonstrating platform capabilities and assisting in closing deals.
• Provide insights into customer needs and feedback to inform sales strategies and product development.
  
  

Analytics & Reporting

• Track and analyse customer usage data, health metrics, and feedback to identify trends, risks, and opportunities.
• Maintain accurate records of customer interactions and training activities in Salesforce.
• Provide regular updates and analysis on customer activity and feedback to internal partners.
  
  

Educational Qualification, Work Experience And Other Requirements

• Bachelor’s degree in Educational Technology, IT, Business, Marketing, or a related field with strong English communication skills
• 2–5 years of experience in digital product support, customer enablement, sales enablement, or customer success, preferably in edtech or SaaS
• Hands‑on experience supporting or deploying digital learning platforms, eBooks, courseware, or library solutions
• Proven ability to deliver engaging onboarding, training, and enablement sessions both virtually and in person
• Strong digital fluency with confidence learning, demonstrating, and supporting multiple technology platforms
• Excellent communication, presentation, and facilitation skills with diverse customer audiences
• Experience collaborating with Sales on pre‑sales support, demos, trials, or deal enablement
• Proficiency using CRM systems (e.g., Salesforce) to track customer interactions and activities
• Strong organizational, time‑management, and problem‑solving skills with attention to detail
• Customer‑centric mindset with the ability to analyze usage data and feedback to drive adoption
• Demonstrated integrity, empathy, and a commitment to customer satisfaction.
  
  

Travel Requirements

• The post holder will be required to visit customers in Delhi NCR and rest of India, for onsite presentations, demo, training etc.
  
  

About Cengage

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

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