Higher Education Customer Success Associate (Commercial)

Taylor & Francis Group an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

About the Role

We are seeking a dynamic and customer-focused Customer Success Manager to join our Higher Education Textbook Sales Team. In this role, you will be responsible for building and maintaining strong relationships with higher education institutions, ensuring customer satisfaction, and driving adoption of our textbook solutions across college and university campuses.

Key Responsibilities

• Serve as the primary point of contact for assigned higher education accounts, mostly those with Affordability programs, developing deep relationships with faculty, department chairs, and campus bookstore managers
• Conduct product demonstrations and training sessions to showcase our textbook offerings and digital learning solutions, including but not limited to courseware options and instructor resources
• Collaborate with sales representatives to develop and implement account strategies that drive textbook adoption and retention
• Monitor account health metrics and proactively address potential issues before they impact customer satisfaction
• Gather customer feedback and communicate product enhancement requests to our editorial and product development teams
• Create and deliver customized implementation plans to ensure successful onboarding of new institutional customers
• Analyze usage data to identify opportunities for expanding product adoption within existing accounts
• Develop case studies and success stories highlighting positive customer outcomes
• Attend industry conferences and campus events to strengthen relationships and showcase our solutions

Qualifications

• Bachelor's degree required; advanced degree preferred
• 5+ years of experience in customer success, account management, or sales in educational publishing or higher education technology
• Demonstrated ability to build and maintain relationships with academic stakeholders
• Strong understanding of the higher education landscape and textbook adoption processes
• Excellent presentation and communication skills, with the ability to translate complex product features into clear value propositions
• Experience with CRM systems and data analysis tools
• Ability to travel up to 30% of the time for campus visits and industry events
• Passion for education and improving student outcomes through quality learning materials

What we're offering:

• Salary range of $70,000 - $72,000 + sales bonus (25% if OTE's are met, may exceed up to 100%)
  • Base salary commensurate with experience
• 15 days paid vacation 
• 10 paid sick days
• 2 Paid floating holidays + paid day off for your birthday each year
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Up to 8 weeks of paid parental leave
• Paid leave for significant life events; i.e. moving or wedding
• Medical, vision, dental, and other voluntary benefits
• 401(k) + employer match
• Seasonal social and charitable events

What you should know: 

• Closing Date for applications: 05 November 2025
  • Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.
• Have the right to live and work in the United States 

• In-Person Time: The successful candidate will be able to utilise our balanced working model. We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more (approximately 60% of work time). When you're not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely. The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our office in New Orleans to ensure that as a balanced worker they can make it onsite 3 days per week. 

Work/life balance:

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

Training And Professional Development:

We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

Interview process:

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we’d then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]

Being ‘you’ at Taylor and Francis:

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need! Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity of people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self. We embrace all walks of life regardless of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, veteran status, citizenship, or any other protected characteristic under local law.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/