Edtech.com's Summary

HMH is hiring an Associate Success Manager to monitor product usage and customer health, identify opportunities for enhancement, and connect users with the necessary services to improve their overall experience. The role involves coordinating support efforts, analyzing partnership data, delivering product guidance, and ensuring successful onboarding and implementation of new products.

Highlights

Connect customers and partners with support and services throughout their journey with HMH.
Coordinate with sales and district leaders to foster success in market segments.
Analyze data proactively to monitor partnership health and target interventions.
Deliver product navigation overviews and best practice guidance.
Ensure successful onboarding and implementation including system configuration and training.
Manage cases using both human-led and digital engagement techniques.
Use internal tools such as Salesforce, Gainsight, Jira, and Confluence for documentation.
Bachelor's degree required or equivalent experience; customer success or account management experience desired.
Technical proficiency with operating systems, networks, and K-12 education-related interoperability concepts.
Salary range $55,000 to $60,000 plus commission, with flexibility based on experience and location.

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 monitors product usage and customer/partner health, identifies opportunities for enhancement, mitigates risks, and connects our users with the services and support needed to improve their 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.
Coordinate with Sales leads and district leadership to develop strategies to foster success within market segment.
Proactively analyze data to monitor health of partnership to target interventions or enhancements.
Deliver standard product navigation overviews as needed and provide best practices guidance for maximizing value in products and services.
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.
Apply case management best practices to manage your caseload, using a combination of human-led and digital customer/partner engagement.
Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to learning environment.
Document work using internal tools such as Salesforce, Gainsight, Jira, Confluence and others.
Perform other duties as assigned to ensure the success of the team and the entire organization.
May require occasional travel.
Ability to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from across the United States, necessitating alignment with their respective time zones.

What you’ll need:

Commitment to the NWEA and HMH mission, values and culture
Ability to communicate clearly and accurately with external partners and internal co-workers
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 (for example: MAP Growth, MAP Reading Fluency, Read180, Math180, and Waggle)
Knowledge and/or experience working in K-12 education desired

Benefits and Salary Range:
Salary Range - $55, 000 to $60, 000 + Commision plan. Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate’s skills, experience, education, and location.

Our Culture and Benefits - https://careers.hmhco.com/content/culture_benefits

Application Deadline:
The application window for this position is anticipated to close on July 17, 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.
Coordinate with Sales leads and district leadership to develop strategies to foster success within market segment.
Proactively analyze data to monitor health of partnership to target interventions or enhancements.
Deliver standard product navigation overviews as needed and provide best practices guidance for maximizing value in products and services.
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.
Apply case management best practices to manage your caseload, using a combination of human-led and digital customer/partner engagement.
Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to learning environment.
Document work using internal tools such as Salesforce, Gainsight, Jira, Confluence and others.
Perform other duties as assigned to ensure the success of the team and the entire organization.
May require occasional travel.
Ability to work flexible hours as needed is required, as this role involves interacting with customers and/or team members from across the United States, necessitating alignment with their respective time zones.

What you’ll need:

Commitment to the NWEA and HMH mission, values and culture
Ability to communicate clearly and accurately with external partners and internal co-workers
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 (for example: MAP Growth, MAP Reading Fluency, Read180, Math180, and Waggle)
Knowledge and/or experience working in K-12 education desired

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Edtech.com's Summary

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