[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. McGraw Hill is a leading provider of next-generation learning platforms for students and educators worldwide. The Customer Success Manager drives customer adoption and long-term success by building strong relationships and ensuring customers achieve their goals through effective product use and proactive engagement.
Responsibilities
- Own post-implementation customer relationships by serving as the primary point of contact, building trusted partnerships, and ensuring customers achieve ongoing value from products and services
- Understand customer goals, success criteria, and desired business outcomes while aligning product adoption, engagement, and best practices to drive measurable results
- Monitor customer health, usage, and adoption metrics to proactively identify risks, opportunities, and strategies that support retention and long-term success
- Drive customer enablement through ongoing education, training, success reviews, and guidance on product capabilities, new features, and optimization opportunities
- Advocate for customer needs internally by maintaining strong feedback loops and partnering with Product, Support, Implementation, Sales, Marketing, and Account Management teams to improve the customer experience
- Support customer growth, renewals, and retention by identifying expansion opportunities, mitigating churn risks, managing expectations, and coordinating resources to address customer needs
Skills
- Bachelor's degree in related discipline or equivalent experience
- Experience in customer success, account management, customer support, or a related customer-facing role
- Strong understanding of customer lifecycle management, adoption strategies, and retention drivers
- Experience managing multiple customer relationships simultaneously
- Experience working with cross-functional teams in a collaborative manner
- Ability to set and manage customer expectations in a dynamic environment
- Experience partnering cross functionally to resolve issues and drive customer outcomes
- Strong communication, presentation, and relationship building skills
Benefits
- An annual bonus plan may be provided as part of the compensation package
- A full range of medical and/or other benefits, depending on the position offered
Company Overview