Customer Success Manager

Build the Future

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

As a Customer Success Manager, you will be a key point of contact for both internal Account Team members and district partners, playing a pivotal role in fostering communication and collaboration across all levels. You will actively monitor and support the renewal, expansion, and overall success of our enterprise customer accounts by tracking key account health metrics. Your expertise will be crucial in identifying and addressing the unique needs of each account, ensuring continued satisfaction and growth.

This is a remote position requiring up to 50% of travel. Ideal candidates should reside in Central or Eastern time zones preferably within the regions spanning from Texas to the Carolinas and candidates must be located within the United States and eligible to work for any employer.

What you will be doing...

• Promoting the Big We, you'll Identify and connect the members of the internal Account Team for the launch Knowledge Share Call (KSC), and schedule and lead regular KSCs to identify critical elements of the account purchase and implementation initiative, monitoring continued implementation and customer health, and analyzing data to drive retention and expansion opportunities
• Organize bi-weekly At-Risk Action Plan calls for all escalated Yellow and Red Accounts to monitor/analyze data that includes creative, innovative, and emergent thinking to determine next Account Team steps
• Partner with Sales and Professional Services to monitor school and district data, ask learning questions, and identify red flags and next action steps to mitigate
• Coordinate strategic account next steps when a renewal risk is identified to better determine the specific calls to action for cross-team support and expedited service
• With an idea meritocracy, collaborate weekly with Professional Services to monitor and drive quality usage and success.
• Host monthly meetings, in conjunction with Professional Services, with district leadership, listening to learn on critical metrics such as usage, engagement, extended support needs, renewal details, and cross-selling
• Create onsite and virtual best practice resources to assist and extend with quality program use beyond purchased Professional Services
• Partner with districts to enhance district communication throughout the community and embedding McGraw Hill solutions into district goals and daily instructional practices

We're looking for someone with...

• Bachelor's degree required; master's degree preferred
• A minimum of 5 years of sales experience and/or account management experience
• Experience with high level, complex customer success management
• Ability to handle customer renewal requirements with account team - quote and proposal management, customized client options, and continuum of partnership positioning to renew and support expansion opportunities
• Demonstrated ability to influence others with strong presentation and facilitation skills with excellent written and extraordinary oral communication skills
• Excellent organizational skills with the ability to handle multiple tasks simultaneously
• Outstanding interpersonal skills and ability to build strong relationships with teachers and administrators
• Ability to be flexible and able to adapt to the immediate or unforeseen challenges
• Superb computer skills, particularly MS Word, PowerPoint, Excel, SalesForce, and Adobe Acrobat Reader
• Ability to travel to assigned districts in the region/nationally when needed

The pay range for this position is between $55,000-$90,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a "@mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.