Customer Success Manager

Customer Success Manager Full DescriptionIn this role, 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.What is this role about?McGraw Hill is seeking a driven Customer Success Manager (CSM) for the K-12 division to manage and grow a portfolio of educational clients, with a strong emphasis on renewals and retention. This role is ideal for someone who brings a sales-oriented mindset to customer success, balancing relationship management with proactive revenue generation.The Customer Success Manager will act as both a trusted advisor and a strategic revenue owner, ensuring customers realize ongoing value while driving high renewal rates and account growth.This is a remote position with up to 50% of travel time required. Candidates must reside in and be authorized to work for any employer in the United States. The ideal candidate should reside within approximately 1-1.5 hours of a major airport. There is regular travel on a monthly basis to visit schools across Alabama, Arkansas, Louisiana, Mississippi, Oklahoma, or parts of Texas.What will you be doing:Renewals & Revenue OwnershipOwn the full renewal lifecycle, including forecasting, pricing strategy, and contract executionConsistently achieve or exceed renewal and retention targetsLead renewal conversations with confidence, clearly articulating value and ROIDrive multi-year agreements and minimize churn through proactive account managementAccount GrowthIdentify, upsell and cross-sell opportunities within existing accountsApply strong sales discovery and qualification skills to uncover new needsBuild and manage a pipeline of renewal opportunities within your customer basePartner with Sales when appropriate to maximize account revenueCustomer Relationship ManagementServe as the primary point of contact for assigned customersBuild executive-level relationships that support renewal and long-term retentionConduct regular business reviews focused on outcomes, value realization, and future growthValue RealizationEnsure customers achieve measurable outcomes that support renewal justificationMonitor engagement and proactively address risks to retentionProvide strategic guidance aligned to customer goalsPipeline ManagementMaintain accurate renewal forecasts in CRM systemsTrack and report on key metrics including retention, churn, and account growthProvide visibility into At-Risk and Key Accounts across the supplemental portfolioWhat success looks like in this roleHigh renewal rates and low churn across your portfolioConsistent achievement of revenue targets tied to renewalsGrowth in account value through upsell and cross-sellStrong, long-term customer relationships that lead to repeat businessAccurate forecasting and disciplined pipeline managementWe are looking for someone with:3+ years of experience in Customer Success, Account Management, or Sales within a SaaS environmentBachelors Degree in EducationProven track record of owning or contributing to renewals, retention, or revenue targetsStrong background in sales, including negotiation, objection handling, and closingExperience managing contract renewals and pricing conversationsAbility to build and maintain relationships with multiple stakeholders, including senior decision-makersPreferred experience:3+ Years of teaching or administrator experienceExperience in Educational SaaS (EdTech) or working with schools, districts, or higher educationExperience managing annual and multi-year subscription contractsFamiliarity with CRM tools such as SalesforceDemonstrated success driving renewal revenue within existing accountsWhy work for us?The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights.The pay range for this position is between $65,000-$85,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. A bonus plan may 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.J-18808-Ljbffr