Edtech.com's Summary

HMH is hiring an Associate Success Manager. This role involves ensuring customer success by collaborating with sales and partner accounts, using technology, and data-driven insights to enhance user engagement and satisfaction. The position requires identifying enhancement opportunities, supporting service maximization, and functioning as a product generalist and coordination expert.

Highlights

Connects customers with necessary support and services for success.
Manages diverse caseload using digital strategies for customer support.
Acts as a process and collaboration expert, coordinating with product specialists.
Uses data analytics to assess customer health and prioritize solutions.
Supports onboarding and implementation of new products.
Documents work using Salesforce, Gainsight, Jira.
May require up to twice a year travel.
Salary: $55K - $59K plus commission.
Bachelor’s degree or equivalent experience required.
Preferred experience in K-12 education and familiarity with HMH & NWEA products.

Assoc Success Mgr Full Description

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Job Title: Associate Success Manager

Location: Remote

What you’ll do:

The HMH Associate Success Manager on the Digital Touch team plays a crucial role in ensuring customer success at scale, collaborating closely with the HMH Sales and NWEA Partner Accounts teams, using a teamed and pooled approach. This role is designed to support a broad portfolio of customers efficiently, leveraging technology, automation, and data-driven insights to drive engagement, retention, and customer satisfaction. The Associate Success Manager identifies opportunities for enhancement and connects our users with the services and support needed to improve the overall experience, maximizing the value they receive from HMH. They act as product generalists, but process and collaboration experts, coordinating support with product experts as needed.

Responsibilities:

Connect customers/partners to the support and services they need to be successful at each stage in their journey with HMH.
Leverage case management best practices to efficiently manage a diverse caseload, integrating human-led interactions with digital engagement strategies to optimize customer support.
Acting as a process and collaboration expert, efficiently routing inquiries and coordinating support with product specialists when deeper expertise is needed.
Utilizing data analytics to assess customer health, prioritize outreach, and implement proactive solutions that maximize product value.
Proactively analyze data to monitor the health of partnership and collaborate with the Account Manager to recommend interventions or enhancements to the customer/partner’s portfolio.
Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services.
Partnering with internal teams to refine customer journeys and workflows, ensuring an optimized and seamless experience across touchpoints.
Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities.
Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions.
Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to the learning environment.
Document work using internal tools such as Salesforce, Gainsight, Jira, and others.
Perform other duties as assigned to ensure the success of the team and the entire organization.
May require occasional travel – up to twice per year
Flexibility to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from all US time zones.
Experience working in a multi-cultural environment, understanding cultural nuances and managing ambiguity.

What you’ll need:

Commitment to the HMH & NWEA mission, values and culture
Ability to communicate clearly and accurately with external partners and internal teams
Good customer service and listening skills
Use data to identify and resolve problems
Presentation and product demonstration skills, with up-to-date knowledge of platforms and products.
Must be able to keep and promote a team mindset while working with a high level of autonomy
Knowledge and proficiency with common operating systems and computing devices. Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment.
Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
Exceptional reliability and decision making
Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Education and Experience:

Bachelor’s degree required; or an equivalent combination of education and experience will be considered in lieu of a degree
Experience in a customer success or account management role desired
Knowledge of HMH & NWEA products and services desired
Knowledge and/or experience working in K-12 education desired

Physical Requirements:

Might be in a stationary position for a considerable time (sitting and/or standing).
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Must be able to collaborate with colleagues via face to face, conference calls, and online meeting

Salary: $55K - $59K (plus commission plan)

Application Deadline: The application window for this position is anticipated to close on June 9th, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.

Original Job Description

HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com

Job Title: Associate Success Manager

Location: Remote

What you’ll do:

Responsibilities:

Connect customers/partners to the support and services they need to be successful at each stage in their journey with HMH.
Leverage case management best practices to efficiently manage a diverse caseload, integrating human-led interactions with digital engagement strategies to optimize customer support.
Acting as a process and collaboration expert, efficiently routing inquiries and coordinating support with product specialists when deeper expertise is needed.
Utilizing data analytics to assess customer health, prioritize outreach, and implement proactive solutions that maximize product value.
Proactively analyze data to monitor the health of partnership and collaborate with the Account Manager to recommend interventions or enhancements to the customer/partner’s portfolio.
Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services.
Partnering with internal teams to refine customer journeys and workflows, ensuring an optimized and seamless experience across touchpoints.
Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities.
Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions.
Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to the learning environment.
Document work using internal tools such as Salesforce, Gainsight, Jira, and others.
Perform other duties as assigned to ensure the success of the team and the entire organization.
May require occasional travel – up to twice per year
Flexibility to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from all US time zones.
Experience working in a multi-cultural environment, understanding cultural nuances and managing ambiguity.

What you’ll need:

Commitment to the HMH & NWEA mission, values and culture
Ability to communicate clearly and accurately with external partners and internal teams
Good customer service and listening skills
Use data to identify and resolve problems
Presentation and product demonstration skills, with up-to-date knowledge of platforms and products.
Must be able to keep and promote a team mindset while working with a high level of autonomy
Knowledge and proficiency with common operating systems and computing devices. Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment.
Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
Exceptional reliability and decision making
Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Education and Experience:

Bachelor’s degree required; or an equivalent combination of education and experience will be considered in lieu of a degree
Experience in a customer success or account management role desired
Knowledge of HMH & NWEA products and services desired
Knowledge and/or experience working in K-12 education desired

Physical Requirements:

Might be in a stationary position for a considerable time (sitting and/or standing).
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Must be able to collaborate with colleagues via face to face, conference calls, and online meeting

Salary: $55K - $59K (plus commission plan)

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