Customer Success Manager (Fixed Term) Position Summary The Customer Success Manager (CSM) will be responsible for driving customer engagement, adoption, retention, and long-term value realization across Sage products (LR division) within assigned academic and research institutions. The role will act as a trusted advisor to librarians, faculty members, researchers, and institutional administrators by delivering training, promoting resource utilization, and ensuring an outstanding customer experience. Reporting To Director – Sales (Journals & Digital Resources) Duration 11 months (Fixed-Term Contract) Location Gurugram, India Key Responsibilities 1. Customer Engagement & Relationship Management Objective: Ensure proactive engagement with assigned academic and library customers. Responsibilities Serve as the primary relationship owner for assigned institutional customers. Build solid partnerships with librarians, faculty members, researchers, and administrators. Conduct regular business reviews and customer check-ins. Support onboarding and activation of new customers.
Identify opportunities to deepen engagement and customer value realization. Manage customer queries and coordinate timely resolution with internal teams. Success Measures 100% coverage of assigned strategic accounts. Follow-up communication completed within 5 working days. Minimum two meaningful engagement touchpoints per key account per quarter. 2. Product Training & User Education Objective: Drive awareness, adoption, and effective use of subscribed LR resources (digital products) Responsibilities Deliver product demonstrations, onboarding programs, webinars, workshops, and training sessions. Support faculty engagement and curriculum integration initiatives. Develop tailored training plans based on institutional requirements. Share best practices, learning resources, and product updates with customers. Act as a product expert and advocate. Success Measures Minimum four customer training sessions/works