Customer Success Manager

Overview

Make an Impact! At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life. How can you make an impact? The Customer Success Manager drives customer adoption, value realization, and long-term success post-implementation. This role partners closely with customers to ensure they achieve their goals through effective product use, ongoing enablement, and proactive engagement. By building strong relationships and aligning solutions to customer needs, the Customer Success Manager supports satisfaction, retention, and growth while delivering high-quality customer experience. This role is remote position, and open to applicants authorized to work for any employer within the United States. This role requires 30% travel. What you will be doing... 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. We’re looking for someone with… 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. Why work for us? At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence. The pay range for this position is between $64,800 - $90,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual 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. Click here to learn more about our benefit offerings. McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses 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. 50849