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

JOB PURPOSE You will report directly to the Associate Managing Editor and/or anyone else designated by the Deputy Managing Editor. Each individual journal will have pre-determined timelines for tasks, which you will meet or exceed. You will be provided with the specific task timelines for each journal. KEY ACCOUNTABILITIES •Uphold ethical standards following relevant manuscript submission guidelines (MSGs), Committee on Publication Ethics (COPE) and appropriate Equator Network guidelines, where applicable. •On the successful completion of training and probationary period, perform pre-peer review checks on manuscripts and recommend further action in terms of whether they need to be unsubmitted or can proceed for peer review, or request author(s) for clarification. •Coordinate with Peer Review Associate (PRA), when appropriate, to ensure that manuscripts are processed through the peer-review management system adhering to the workflow timelines. •Perform the assigned work with little-to-no supervision from your manager as well as other supervisors in Sage India/UK/US. •Maintain positive work relationships and top-quality and prompt (usually within 24 hrs.) communication with fellow journal editors, authors, reviewers, and Sage staff worldwide. •Demonstrate eagerness to develop editorial knowledge and proficiency. SKILLS, QUALIFICATIONS & EXPERIENCE •Graduate in life sciences with 0-2 years of relevant experience. •Effective communication skills, both oral and written are required. •Strong attention to detail. •Prior exposure to peer review process and a fair understanding of scientific manuscripts is desirable but not mandatory. Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates. Suitable candidates can share their resume tabindasuhail.khan@sagepub.in