Cengage Learning Customer Success Marketing Manager in Farmington Hills, Michigan


Gale, a Cengage company, partners with libraries, colleges and universities around the world to provide learners with access to original and curated content through modern research tools and industry-leading technology. As a part of the Gale marketing organization, you will play a role in empowering people to become better at school, work and life.

Gale is looking for an experienced marketer to help build a new Customer Success marketing program. Marketing traditionally focuses on lead generation – but what support is needed after the sale? In this new role, the Customer Success Marketing Manager will collaborate with key stakeholders to understand and support the customer lifecycle post-sale. This seasoned marketing professional will develop strategic marketing plans and tactics that help marketing, engagement services, and customers exceed goals. They will also partner with cross-functional departments to ensure brand consistency across all mediums. This position reports to the Customer Success and K-12 Marketing Director.


  • Partner with engagement services and the digital marketing team to understand and enhance the customer journey.

  • Create effective support materials that serve one to many – multiple markets, audiences, products, etc.

  • Manage strategic marketing plans that help engagement services exceed their goals for creating awareness, improving usage, driving renewals, etc.

  • Develop and implement a process to obtain, vet, and create internal marketing requests such as templates, tip sheets, videos, and presentations.

  • Manage projects from ideation through deployment and measurement, including design, copywriting, copy editing, proofreading, and managing creative resources (artists, copywriters, printers, etc.) to ensure creative concept is adhered to and schedules are met.

  • Develop an automated library of strategic marketing materials that help customers market their resources to end-users, including library patrons and students. Materials could include posters, promotional items, social media templates, and advertisements.

  • Ensure innovative and integrated marketing campaigns by staying informed of marketing communication trends.

  • Analyze all available information to make data-driven decisions that yield the highest return.

  • Expand role as needs and opportunities associate with this position arise.

  • Complete other duties as assigned to meet position, department, and company goals


  • Bachelor’s degree in Marketing, Business, Sales, or a related field or equivalent work experience

  • Minimum of five years of Marketing experience

  • Experience:

  • Managing a CRM

  • Executing automated marketing campaigns

  • Serving multiple markets

  • Creating an on-demand library of promotional items

  • Brand management

  • ROI measurement

  • Working with an agency

  • Demonstrated ability to strategize, plan, execute, and measure the success of marketing campaigns

  • Strong interpersonal skills with proven ability to effectively collaborate with cross-functional teams/departments, customers, etc.

  • Highly self-motivated with a sense of urgency and ability to multi-task

  • Excellent writing skills, including strong copy editing skills

Preferred Skills/Knowledge/Experience :

  • Design skills


Requisition ID 2017-3327

Job Locations US-MI-Farmington Hills

Posted Date 6/15/2017

Job Function Marketing