• Own the end-to-end success and retention for a dedicated cohort of Lighthouse accounts • Orchestrate the efforts of the embedded FDE and the Sustaining Engineering team • Develop and monitor leading indicators of account health • Act as the voice of our most strategic customers to Product Management • Identify new use cases and workloads within accounts • Lead high-stakes quarterly reviews demonstrating ROI

• Answer customer support questions via email, phone, and other related channels. • Communicate with customers across channels (email, phone, virtual meetings, and community forums) with professionalism, empathy, and clarity. • Write, review, edit, and update content for our knowledge base. • Collaborate with internal teams to establish content objectives, complete tasks, and identify and solve problems. • Work with internal teams to obtain an in-depth understanding of the platform. • Occasionally attend or take customer meetings. • Research and analyze competitors' product documentation for successes and failures, and compare to Eventeny current practices. • Maintain a positive, empathetic, and professional attitude toward customers.

Role Description We are hiring a Renewal Manager to build and own the renewal function at Datarails. This is a 0→1 role , meaning this person will not only execute renewals but also define, operationalize, and continuously improve the renewal motion. The primary goal is to protect and grow recurring revenue, with a strong focus on improving Net Dollar Retention (NDR) . This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. Qualifications - Direct renewal management experience (not just AM/CS exposure) - Experience in a B2B SaaS / tech company - Experience managing mid-market or enterprise renewal cycles - Proven track record of: - Owning renewal pipelines - Running commercial negotiations - Closing renewals on time Requirements - Exceptional Organization & Operational Rigor - Highly structured in managing pipelines, timelines, and stakeholders - Strong CRM discipline (ideally Salesforce) - Can independently manage high-volume, deadline-driven workflows - Detail-oriented without losing sight of business impact - This role requires someone who can build order out of ambiguity - Strong Negotiation Skills - Comfortable owning commercial conversations with customers - Able to balance customer satisfaction with revenue protection - Experience handling: - Pricing adjustments - Contract terms - Multi-stakeholder negotiations - This is not a passive role — they must confidently own the number - High Agency & Ownership - Self-starter who does not wait for direction - Takes full responsibility for outcomes (not just tasks) - Proactively identifies risks and solves problems early - Comfortable operating in an environment with limited structure - We need someone who will build the playbook, not follow one - Builder Mentality (0→1 Mindset) - Experience improving or creating processes (not just executing them) - Thinks in terms of systems, scalability, and efficiency - Identifies gaps and implements solutions across: - Renewal workflows - Forecasting accuracy - Cross-functional alignment - This person should leave the function significantly better than they found it - Strong Cross-Functional Collaboration - Works effectively with: - Customer Success Managers (CSMs) - Account Managers (AMs) - RevOps, Finance, Legal - Can influence without authority - Aligns teams around retention and revenue outcomes Benefits - Base compensation - The target base salary range will be between $100-120k USD per year, based on multiple factors including prior experience, skills, and location. - Meaningful equity - US: 401(k) plan with up to 4% match - Canada: 4% RRSP contributions - US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Canada: Extended healthcare coverage - Parental leave - Flexible PTO + 12 paid company holidays - Life insurance - And more!

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