McGraw Hill
Manager, Customer Success
CRM
Gainsight
Salesforce
Edtech.com's Summary
McGraw Hill LLC. is hiring a Manager, Customer Success. The role involves leading a team of Customer Success Representatives who support higher education institutions across the Northeast US and managing customer relationships. This position requires recruiting, mentoring, developing strategies for renewal and expansion, staying informed on market conditions, and partnering with sales leadership to drive priorities.
Highlights
- Lead a team of Customer Success Representatives supporting professors, students, and C-suite customers at two- and four-year higher education institutions.
- Oversee recruiting, mentoring, and motivating a high-performing customer success team in collaboration with Sales Leadership.
- Drive strategy and alignment for renewal and expansion business for higher education clients.
- Monitor product needs, market conditions, sales trends, and competitive activities through reports and communications.
- Partner with district and regional sales leadership to support sales and customer success priorities and resource identification.
- Required qualifications include a Bachelor's degree (advanced degree preferred), 5+ years of experience in customer success, sales, or account management, and 3+ years managing teams.
- Experience using CRM systems such as Salesforce and Gainsight is required.
- Strong training, development, communication, strategic planning, project management, analytical, and process-oriented skills are expected.
- Proven success in quota attainment, pipeline management, and strategy execution is necessary.
- Requires travel (25-50%) across the Northeast region; candidates must have a valid driver's license and ideally live near a major regional airport.
- Compensation range is $90,000 to $125,000 annually plus an annual sales incentive plan and benefits.
Manager, Customer Success Full Description
Overview
Impact the Moment
When was the last time you experienced the impact of your work? Our Higher Education team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes.
We're looking for a Team Manager, Customer Success to lead a team of Customer Success Representatives that support thousands of professors and hundreds of thousands of students at higher ed institutions across the Northeast US at two- and four-year institutions along with C-suite customers. Reporting to the Customer Success Director, the Team Manager, Customer Success will be responsible for managing a team of individuals whose primary responsibility is to own customer relationships.
This leadership role leads a team located within the Northeast region and covers a territory that includes Massachusetts, Rhode Island, Delaware, Maryland, DC, Connecticut, New Hampshire, Vermont, New York, New Jersey, and Northern Virginia. This role will require travel throughout the semesters (25-50%) to meet with professors, administration on-site, and support your team. Candidates must hold a valid driver's license and ideally reside near a major regional airport.
How can you make an impact?
Managers must be highly motivated, out-of-the-box thinkers, with the ability to converse and partner with senior leaders while also managing a team of customer success representatives. Ideal candidates will possess rapid adaptability to the ever-changing educational landscape and work to provide solutions that drive towards improved student outcomes.
What you will be doing:
- Recruiting, mentoring and inspiring a world-class team of customer success representatives who execute essential areas of accountability at the highest level in collaboration with Sales Leadership
- Driving strategy and alignment for renewal and expansion business supporting our 2-year and 4-year higher education institutions
- Staying informed on product needs, market conditions, promotional activities, business opportunities, sales trends, and competition strategies/activities on a regular basis in monthly reports, marketing plans, and other written communications
- Partner with district and regional sales leadership to add perspective and drive sales and customer success priorities and to help identify resources, needs, and solutions
We're looking for someone with:
- Bachelor's degree required, advanced degree in education or educational technology preferred
- 5+ years of professional experience in customer success, sales, or account management
- 3+ years of experience directly managing teams
- Experience using CRM (Salesforce, Gainsight, etc.) required
- Previous success in managing a customer success team; strong training and development skills
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Proven results in quota attainment, pipeline management and strategy execution
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
Why work with 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. As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.
The pay range for this position is between $90,000 - 125,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual sales incentive plan is included as part of the compensation package, in addition to a full range of medical and/or other benefits, 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 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.
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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.
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