Customer Success Team Leader — EdTech Growth

Houghton Mifflin Harcourt Co; Round Rock (TX); On-site; USD 95,000 - 110,000; Full time

Job summary

Houghton Mifflin Harcourt is seeking a Manager, Customer Success in Round Rock, TX to lead a team of Customer Success Managers and Associate CSMs. You will guide career development, ensure delivery excellence, and align CS initiatives with company goals.

You will oversee onboarding, adoption, and expansion plans, collaborate with cross-functional teams, and coach for KPI achievement while maintaining strong client relationships and ensuring value delivery.

Qualifications

• 5+ years in customer success or account management.
• 3+ years managing direct reports, preferably in customer success.
• Experience creating customer success plans including onboarding, adoption and expansion.
• Experience with cross-functional teams.
• Willingness to travel as needed.

Responsibilities

• Oversee weekly duties of your team to align with job requirements and career development.
• Understand and participate in internal initiatives that strengthen CS support.
• Build strong internal relationships across teams.
• Propose new initiatives to grow Customer Success value.
• Scope client CS needs and create success plans for each client in Gainsight.
• Ensure quality of team work aligns with customer expectations and excellence.
• Monitor progress and coach for KPI achievement.
• Coordinate with leaders of other sales and customer teams to meet client needs.
• Communicate with CS leadership to share best practices.
• Lead performance reviews and compensation discussions.

Skills

Customer Success

People Management

KPI Management

Cross-functional

Travel Ready

Gainsight

Tools

Gainsight

Job description

Houghton Mifflin Harcourt is seeking a Manager, Customer Success in Round Rock, TX to lead a team of Customer Success Managers and Associate CSMs. You will guide career development, ensure delivery excellence, and align CS initiatives with company goals.

You will oversee onboarding, adoption, and expansion plans, collaborate with cross-functional teams, and coach for KPI achievement while maintaining strong client relationships and ensuring value delivery.