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 robust 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
📌 Customer Success Manager (Gurugram)
🏢 Sage
📍 Gurugram