Customer Success Specialist (Maternity Cover)

We believe in the power and joy of learning. At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. Our culture values inclusion, engagement, and discovery. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work.

Cengage’s Higher Education business supports learning and student success by providing materials and digital solutions to educators and students across higher education and vocational learning programs. We help instructors be better teachers, we help institutions solve problems and we empower students to leverage the power and joy of learning to transform lives.

This is a 12-month temporary position developed to cover a period of maternity leave within the existing team. The position is fully remote and can be based anywhere in the United Kingdom, although the territory covered is the North of England. As a Customer Success Specialist, you will be a key contributor to that mission. In this customer-facing role, you will serve as a trusted advisor to educators, librarians, and institutional partners throughout the customer lifecycle. You will play a vital role in post-sale engagement demonstrating the value of our digital learning platforms, leading onboarding and training sessions, and ensuring long-term customer satisfaction and success.

Working closely with Sales, you’ll align customer success activities with business goals to drive digital adoption and deepen engagement across our platforms. This role blends training, customer success, and academic engagement, and requires strong communication skills, deep product knowledge, and a passion for delivering outstanding customer experiences. Ideal candidates are collaborative, meticulous professionals who thrive in a fast-paced, evolving environment.

You’ll support scalable success frameworks, monitor customer health metrics, and implement proactive engagement strategies to reduce churn and increase satisfaction. You’ll also work cross-functionally with Sales, Marketing, Product, and Technical Support teams to ensure a seamless and impactful customer journey.

• 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.
• Deliver onboarding and training sessions to ensure customers can effectively use Cengage digital products.
• 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 and impactful 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 Pre-Sales team to support digital sales efforts by demonstrating platform capabilities and assisting in closing deals.
• Provide insights into customer needs and feedback to inform sales strategies and product development.
• 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.

• Educated to graduate level 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 is highly desirable.
• 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. Travel may also take place over weekends. The post holder must possess a valid passport for travel.

The post holder will be fluent in spoken and written English (other languages desirable) and hold a current valid driver’s licence.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process.