Customer Success Specialist

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our culture values diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. 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. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https : / / www.cengagegroup.com / about / inclusion-and-diversity / .

What You’ll Do Here

At Cengage, we value the impact and happiness of learning. As a Customer Success Specialist, you'll be essential to this goal. In this role, you'll advise educators, librarians, and partners, guiding them from start to finish.

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.

Optimal candidates are collaborative, meticulous professionals who excel in a dynamic, changing environment. You will assist in establishing scalable success structures, track customer well-being indicators, and deploy proactive involvement tactics to minimize turnover and enhance happiness. You will also collaborate across departments with Sales, Marketing, Product, and Technical Support teams to guarantee a smooth and influential customer experience.

Key Accountabilities

Customer Onboarding & Training

• Deliver pre- and post-sale digital training and engagement support to academic customers.
• Arrange and lead 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.
• Conduct onboarding and training sessions to guarantee customers' proficient utilization of Cengage digital products.
• Maintain deep knowledge of digital platforms and customer usage patterns to tailor training and support.

Customer Engagement & Success

Cross-Functional Collaboration

Pre-Sales Support

Analytics & Reporting

Crucial Role Requirements

Travel Requirements

Other

Cengage Group Latin America is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects our country and our customers. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences. Or for any other reason.

About Cengage Group

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.