Customer Success Specialist; Maternity Cover

Role Overview

We are seeking a Customer Success Specialist to cover a 12‑month maternity leave. This position is fully remote and can be based anywhere in the United Kingdom, covering the North of England.

• Customer Onboarding & Training
  • Deliver 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.
  • 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.
• Cross‑Functional Collaboration
  • Collaborate with Sales, Marketing, Product, and Technical Support teams to ensure a seamless 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 the Pres‑Sales team to support digital sales efforts by demonstrating platform capabilities.
  • Assist in closing deals and provide insights into customer needs and feedback to inform sales strategies.
• 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.

• Graduate level education or equivalent relevant work experience.
• Proven experience in training, customer support, or solutions‑based roles, ideally within EdTech, SaaS, or publishing industries.
• Strong understanding of digital learning tools within academic libraries, higher education or ELT landscape.
• Excellent presentation and public speaking skills, with experience delivering both virtual and in‑person training.
• Demonstrated ability to absorb and maintain extensive product knowledge across a diverse portfolio.
• Proficiency with Microsoft Office 365, Salesforce (or similar CRM), Learning Management Systems (LMS), data visualization tools, and video capture software.
• Strong customer orientation with a track record of delivering high‑quality service and building effective relationships.
• Excellent problem‑solving, communication, and collaboration skills.
• Familiarity with data integration and customer onboarding workflows.
• Demonstrated integrity, emotional intelligence, and a commitment to customer satisfaction.

The post holder might be required to travel within the assigned territory as well as outside of the assigned territory on occasion, including weekends. A valid passport and a current valid driver’s licence are required.

Cengage is committed to hiring and accommodating qualified individuals with disabilities, including during the job application process. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial, or local laws.