Customer Success Manager

McGraw Hill; Columbus (OH); Remote; USD 62,000 - 90,000; Full time

Job summary

Join McGraw Hill as a Customer Success Manager, playing a crucial role in ensuring enterprise customer satisfaction and growth. Utilizing your expertise in account management, you will collaborate with various teams and drive success for our clients using innovative educational solutions. This remote role offers a competitive salary and growth opportunities in a collaborative environment.

Qualifications

• 5 years of experience in sales or account management.
• Experience in complex customer success management.
• Flexibility to adapt to unforeseen challenges.

Responsibilities

• Monitor and support account renewal, expansion, and overall success.
• Organize bi-weekly calls to analyze at-risk accounts.
• Collaborate with Sales and Professional Services.

Skills

Sales experience

Account management

Customer success management

Presentation skills

Organizational skills

Interpersonal skills

Adaptability

Computer skills

Education

Bachelor's degree

Master's degree (preferred)

Tools

MS Word

PowerPoint

Excel

Salesforce

Adobe Acrobat Reader

Job description

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 open to applicants authorized to work for any employer within the United States.

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

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence.

The pay range for this position is between $62,000-$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" or "@careers.mheducation.com" email addresses 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.

49147

Overview

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 open to applicants authorized to work for any employer within the United States.

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

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence.

The pay range for this position is between $62,000-$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" or "@careers.mheducation.com" email addresses 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.

49147

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.