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 inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive 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 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-belonging/. As a Customer Success Consultant, you will serve as a strategic partner and trusted advisor to Cengage customers within your assigned territory. Your mission is to ensure customers achieve their desired outcomes through the effective use of Cengage technology, driving adoption, and long-term value. What you'll do here: - Act as the designated point of contact for customers, building strong, enduring relationships throughout customer lifecycle. - Achieve and/or exceed established revenue targets by retaining and renewing Cengage customers. - Develop and implement tailored success plans that align with customer goals and increase product usage. - Provide proactive training and guidance aligned with customer objectives, standard methodologies, and usage data. - Advocate for customers during the resolution of high-severity issues, ensuring timely and effective outcomes. - Conduct regular health checks to assess value realization and identify opportunities for growth. - Analyze customer data to uncover risks, renewal challenges, and upsell opportunities. Skills you will need here: - Proven ability to quickly learn and master new systems and applications. - Excellent communication and presentation skills. - Strong analytical skills with the ability to translate data into actionable insights. - Ability to explain technical concepts in a clear, business-friendly manner. - Skilled at managing and prioritizing multiple customer needs simultaneously. Preferred: - Bachelor’s degree preferred. - 5+ years of experience in a Sales or Customer Success role. - Experience in Educational Technology or Higher Education. - Familiarity with the Higher Education landscape, including Learning Management Systems (LMS). - Requirement to travel between 20-30% by both air and car Cengage Group's Higher Education business, Cengage, supports learning and student success by providing materials and digital solutions to faculty and students enrolled in two-year, four-year and vocational programs. We currently serve more than 10 million of the 18 million students in US higher ed. Setting a new standard of service for our customers, we deliver quality, easy-to-use course materials from textbooks and eBooks to courseware such as MindTap and WebAssign. In the US, we offer Cengage Unlimited and Cengage Unlimited for Institutions. 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. Cengage Group 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. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com. 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. Compensation At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range. $67,000.00 - $87,100.00 USD

• Lead post-implementation kick-offs to ensure a smooth transition and showcase expedited time to value for clients • Build a customer-centric environment to translate into long-term loyalty and be the open door for customer issues • Forecast renewals and identify expansion/upsell opportunities in collaboration with Sales • Use CSAT, NPS, and usage data to identify risks early and develop playbooks to resolve issues before they lead to churn • Collaborate with product and engineering teams to relay customer feedback

• Ensure customers fully onboarded and enabled to leverage Buxton’s platform to achieve their business objectives. • Monitor engagement, proactively mitigate churn risks, identify and execute upsell opportunities. • Build strong relationships with key customer stakeholders, providing insights and actionable recommendations. • Own challenges, streamline workflows, and deliver fast, tangible results. • Partner with Analytics, Product, and Support teams to improve the customer experience and inform product evolution. • Negotiate, creating renewal agreements and identifying, vetting, and closing upsell opportunities.

• Augmenting the implementation process by providing technical support and customer training. • Assisting customers with Microsoft Entra ID Sync, SSO setup, and other technical tasks. • Creating and maintaining training video, document, and course materials to support the Pinnacle Series platform. • Owning and taking responsibility for product testing in cooperation with our product development team. • Troubleshooting and logging customer support requests. • Prioritizing and escalating issues when needed. • Ability to recognize customer concerns and concisely communicate the next steps to validate their concerns. • Providing technical support and training for our Partners. • Being a Pinnacle Series SME.