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 strong 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.

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/workshops per month.
- satisfaction score of 4/5 or higher.
- Follow-up opportunities generated from all major training sessions.

3. Adoption, Usage Growth & Retention

Objective : Increase resource utilization and maximize customer value.

Responsibilities

- Analyze usage data and identify adoption trends.
- Develop engagement plans for low-usage accounts.
- Partner with librarians to improve discoverability and awareness.
- Monitor renewal-risk indicators and proactively address adoption challenges.
- Support account retention and expansion opportunities.

Success Measures

- Monthly usage review of all assigned accounts.
- Documented engagement plans for low-utilization institutions.
- Measurable improvement in usage and engagement across priority customers.

4. Customer Success Operations & Reporting

Objective : Maintain operational excellence and data-driven customer management.

Responsibilities

- Record customer interactions and activities in CRM.
- Maintain account plans, engagement reports, and follow-up actions.
- Track training outcomes and customer feedback.
- Prepare monthly activity, usage, and engagement reports.




- Provide actionable customer insights to sales and management teams.

Success Measures

- 100% CRM compliance and activity updates.
- Timely submission of monthly reports.
- Accurate documentation of customer feedback and action plans.

5. Digital Engagement & Customer Advocacy

Objective : Build customer advocacy and scalable engagement programs.

Responsibilities

- Identify faculty champions and librarian advocates.
- Coordinate testimonials, success stories, and case studies.
- Support digital engagement campaigns and webinar promotions.
- Collaborate with marketing for customer communication initiatives.
- Encourage participation in user forums, events, and webinars (all to be done with coordination with marketing)

Success Measures

- Minimum two customer success stories or testimonials secured.
- Successful support of customer-facing engagement campaigns.
- Development of a pipeline of faculty and librarian advocates.

Required Skills & Competencies

Customer Success & Relationship Management

- Strong stakeholder management and relationship-building skills.
- Ability to engage confidently with senior academic leaders, librarians, and faculty.
- Customer-centric mindset with a focus on value realization and retention.
- Ability to identify customer needs and translate them into engagement strategies.

Communication & Presentation Skills

- Excellent verbal and written communication skills.
- Strong public speaking and training facilitation capabilities.
- Ability to conduct webinars, workshops, and executive-level presentations.
- Strong interpersonal and networking skills.

Analytical & Reporting Skills

- Ability to interpret usage statistics and engagement metr

📌 Customer Success Manager (Gurugram)
🏢 Sage
📍 Gurugram