Customer Success Manager

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 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