Customer Success Manager

Impact the Moment

A Customer Success Manager (CSM) plays a vital role in fostering strong relationships between a company and its clients. They act as a bridge, ensuring that customers derive maximum value from the product or service while addressing any challenges that may arise. By proactively engaging with clients, CSMs gather feedback, provide insights, and identify opportunities for growth and improvement.

How can you make an impact?

As a McGraw Hill Customer Success Manager, you will champion communication and collaboration with all internal Account Team members to monitor and support the renewal, expansion and overall success of our enterprise customer accounts by monitoring key account health needs.

This role does require up 50%+ travel into your designated territory. Candidates must live in New York City, or be within an hour's travel of New York City. Employees should expect spending 2-4 days in their designated territory per week. All candidates must have a valid drivers license and be authorized to work in the United States. The Customer Success Manager will divide their time between the district and their home office.

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.
• CSM will be responsible and held to a quota for renewal sales and uncovering expansion opportunities within their Book of Business.

We're looking for someone with:

• Bachelors Degree Required.
• 3-5 Years in a Relationship Management type role
• Skilled at Microsoft and Excel
• Great Communication skills
• Time Management
• Active Listener
• Self-Starter

Why work for us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.

The pay for this position is $55,000-$87,000 annually, however, base pay offered will vary depending on job-related knowledge, skills, and experience. A sales commission plan will be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. Clickhere 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.

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.