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 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's degree – preferred arts background.
• Presentation & public speaking skills.

A cover letter is important to us, this offers the hiring manager valuable insights into how your skill set aligns with the role, what unique contributions you can bring to the team and why you are interested in this position. Therefore, when applying for this role online, please upload your cover letter and CV as one document.

Applications without a cover letter may regrettably not be reviewed.

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.