Customer Success Manager

Job Description

Job Purpose Customer Success Manager (CSM) in the Learning Resource division of a publishing company focused on aggressive engagement, pre-demos, and customer experience should have a role that combines proactive customer relationship management, digital engagement strategies, and deep product knowledge to maximize customer satisfaction, retention, and growth. Role Overview The Customer Success Manager will be responsible for driving aggressive engagement and delivering exceptional customer experience for our Learning resources products. This role focuses on pre-demo engagements, onboarding, adoption, and ongoing relationship management to ensure customers derive maximum value from our content solutions . The CSM will act as a trusted advisor, advocate, and primary point of contact, fostering long-term loyalty and growth. Key Responsibilities Customer Engagement & Pre-Demos Proactively engage potential and existing customers before demos to understand their needs, tailor presentations, and set clear expectations. Collaborate with sales and marketing teams to design and execute targeted outreach campaigns that drive demo attendance and product interest. Use Existing data points to identify the institution based on profile, past interest, research focused & sales/marketing recommendations. Onboarding & Adoption Guide new customers through seamless onboarding processes, ensuring they understand product features and benefits. Develop and deliver focus sessions and digital content to facilitate early adoption and value realization. Monitor customer usage and engagement metrics to identify adoption gaps and intervene proactively or establish connection with key stakeholders. Customer Experience & Relationship Management Serve as the main point of contact for customers, building strong, consultative relationships with key stakeholders. Act as a customer advocate internally, providing feedback to product, marketing, Training and support teams to enhance the product and service experience. Manage customer health scores, track satisfaction (e.g., NPS), and address churn risks through timely interventions. Retention, Expansion & Growth Identify upsell and cross-sell opportunities aligned with customer needs and business goals. Collaborate with sales and product teams to drive renewals and expand account value. Lead digital lifecycle programs including automated engagement for renewals, advocacy, focused group sessions and long-term success. Data-Driven Optimization Analyze customer engagement data and campaign performance to continuously improve digital touchpoints and customer journeys. Report on key success metrics such as activation rates, retention, and customer satisfaction to leadership. Required Skills & Qualifications Proven experience (7+ years) in customer success, digital engagement, or account management. Strong understanding of education business & academic/educational processes. Excellent communication and presentation skills, with the ability to tailor messaging for diverse audiences. Analytical mindset with experience in tracking customer health metrics and using data to drive decisions. Ability to manage multiple customer accounts and digital programs simultaneously. Collaborative approach to work with cross-functional teams including sales, product, marketing, Training and support. Passion for delivering exceptional customer experiences and driving customer advocacy. Ability to manage diverse product portfolio & learn, practice & implement quickly. Master degree preferred arts background. Presentation & public speaking skills. Suitable candidates can share their resume at tabindasuhail.khan@sagepub.in