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
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 current 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.
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 (India)
🏢 Sage
📍 India