Manager of Customer Success

Our Customer Success Organization is passionate about driving relationships with our customers to achieve maximum value from their solutions. We are looking to add a Manager, Customer Success to manage a team of expert Customer Success Managers and Associate Customer Success Managers and help us continue to deliver on our mission. As a CS Manager, you will oversee the work and career development of the Customer Success Managers (CSMs) and Associate Customer Success Managers (ACSMs) on your team. This Manager will manage CS with different roles. They will manage CS that support our Ed-Tech solutions. They will also manage CSMs that support accounts which resell DSS as part of their services and/or platform. In This Role You Will Oversee the weekly duties of the members of your team, ensuring that their work matches their job requirements and career development aspirations insofar as possible Understand and be involved with internal initiatives and programs that strengthen our support as CS Network internally to ensure excellent relationships with every team that we work with Think outside of the box--bring new initiatives to the table to fuel the growth of Customer Success and elevate our value proposition internally and externally Work with clients and team members to scope client CS needs, recording in Gainsight and creating success plans for each client Oversee the quality of your team’s work, and ensure that it adheres to HMH and customer’s expectations for excellence Monitor progress and coach individuals for KPI achievement Coordinate with the leaders of other sales and customer teams to ensure that customer needs are being met Communicate with other CS leaders to ensure consistency, encourage best practices, and share information within CS Conduct performance reviews and lead compensation discussions with your team You Might Be a Good Fit If You Have A minimum of 5+ years in customer success or account management roles A minimum of 3+ years managing direct reports, preferably in a customer success role for a customer success team Experience creating customer success plans, including onboarding, adoption and expansion details Experience working with cross-functional teams Desire to be part of a team, embracing all that comes with leading individuals and uniting them, while working in a fast-paced environment with processes still under development Ability to juggle multiple priorities A passion for selflessly leading a team, and helping each member reach their career objectives An eagerness to share your knowledge, ideas and learnings with your colleagues and customers in a thoughtful and collaborative manner Ability to travel as needed Bonus Points For Any Of These Previous leadership, management experience in multiple customer-facing roles Experience in Ed-Tech space Experience with enterprise/mid-market/SMB accounts Experience with Gainsight Benefits and Salary Range: Salary Range:$95,000to $110,000. The base rate is also accompanied by a bonus 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. Houghton Mifflin Harcourt 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 3 million educators in 150 countries. For more information, visit . Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status. #J-18808-Ljbffr Houghton Mifflin Harcourt Co