Customer Success Specialist, Hybrid

Location US-Thousand Oaks, CA, or Washington, DC
Posted Date 3 weeks ago(3/2/2023 12:07 PM)
Req #
# Positions
Sales (US) - Inside Sales




The Customer Success Specialist is dedicated to maintaining and supporting relationships with new and existing faculty and other key customers, providing exemplary customer service to ensure long-term customer satisfaction. The CSS proactively works with customers to uncover needs and create upsell and cross-selling opportunities, with the ultimate goal of increasing revenue and driving customer retention. The CSS is also responsible for providing customer support in facilitating book requests, accessing supplementary resources, and assisting in product-related technical support.


The CSS demonstrates expertise in content and technical areas and applies in-depth knowledge to manage the successful adoption and ongoing usage of our products. This position takes an active role in departmental success by being a positive and productive team member, which includes building and maintaining consultative relationships with customers as well as internal partners and cross functional teams.


This is a hybrid position and it is expected to work out of the Thousand Oaks, CA office 2 days per week.

Essential Job Functions & Responsibilities



Faculty Support

  • Provide faculty with the resources they need to successfully create and teach their courses, handling a large volume of incoming phone calls and emails.
  • Update the CRM system with new data and provide actionable information for our sales team.
  • Assist sales reps with territory and administrative needs as directed by management, including sampling and providing access to ancillary materials.
  • Build new custom and bundle products in our product master system
  • Help develop and facilitate training of new hires and aid in the development of new best practices and ongoing training.
  • Provide support to the Sales Management as needed with special projects, including assistance with data related projects and the creation and disbursement of first day of class (FDOC) materials.


Customer Success

  • Work closely with the implementation team to manage the seamless transition of digital product adopters to an ongoing relationship with the CSS team, with the goal of driving product usage and customer retention. 
  • Own the process of regularly following up with assigned customers, utilizing sales training concepts to confirm satisfaction with adopted products and uncover additional upselling opportunities.
  • As a natural progression of those calls, demo digital products and provide faculty training to ensure the continued and expanded use of those products and renewal.
  • In partnership with management, proactively adjust your approach to customer outreach as needed to achieve performance goals for this position.
  • Actively solicit product feedback from instructors and submit to product teams as directed.
  • Develop new templates and utilize existing ones to tailor communication to each customer audience and need.
  • Actively attend and engage with ongoing product, technology and software training sessions offered throughout the year.

Qualifications & Education



Any combination equivalent to, but not limited to, the following:

  • Two years of college experience required; four-year degree preferred
  • One to three years of experience in either sales or customer service
  • Experience with software programs such as the Microsoft Office suite, and Salesforce or other CRM required
  • Excellent written and oral communication skills
  • Ability to plan and manage multiple projects and effectively multi-task
  • Superior time management and organizational skills with strong attention to detail
  • Pleasant telephone manner
  • Ability to work in high growth, fast-paced environment
  • Problem-solving skills
  • Ability to set and follow through on priorities
  • Ability to work with minimal supervision on assigned tasks
  • A positive attitude


Pay Transparency and Benefits Package

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. SAGE is proud to be an equal opportunity workplace and is an affirmative action employer. 


Compensation at SAGE is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. We anticipate the minimum full-time annual salary range for this position to be between $41,400 - $47,600. Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.


In addition to compensation, SAGE offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with SAGE covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, SAGE offers financial support for bachelors and graduate-level degree programs as well as learning for personal interest.


SAGE offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 SAGE employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We’d love to meet you!

SAGE U.S. Diversity, Equity, and Inclusion (DEI) Charter

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.


We believe that diversity is a cornerstone of a vibrant culture. We want SAGE to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.


  • To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed within this position description are representative of the education, skills, experience and qualifications required. Incumbents in this position must maintain absolute confidentiality with company information at all times.  Reasonable accommodations may be made to enable a qualified individual with a disability to more readily perform the essential functions.
  • Management reserves the right to change, rescind, add or delete the essential functions of this position at any time, with or without notice.


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