Customer Success Manager
About The Position
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.
Requirements
- 3+ years of experience in Customer Success, Account Management, or Sales within a SaaS environment
- Bachelors Degree in Education
- Proven track record of owning or contributing to renewals, retention, or revenue targets
- Strong background in sales, including negotiation, objection handling, and closing
- Experience managing contract renewals and pricing conversations
- Ability to build and maintain relationships with multiple stakeholders, including senior decision-makers
Nice To Haves
- 3+ Years of teaching or administrator experience
- Experience in Educational SaaS (EdTech) or working with schools, districts, or higher education
- Experience managing annual and multi-year subscription contracts
- Familiarity with CRM tools such as Salesforce
- Demonstrated success driving renewal revenue within existing accounts
Responsibilities
- Own the full renewal lifecycle, including forecasting, pricing strategy, and contract execution
- Consistently achieve or exceed renewal and retention targets
- Lead renewal conversations with confidence, clearly articulating value and ROI
- Drive multi-year agreements and minimize churn through proactive account management
- Identify, upsell and cross-sell opportunities within existing accounts
- Apply strong sales discovery and qualification skills to uncover new needs
- Build and manage a pipeline of renewal opportunities within your customer base
- Partner with Sales when appropriate to maximize account revenue
- Serve as the primary point of contact for assigned customers
- Build executive-level relationships that support renewal and long-term retention
- Conduct regular business reviews focused on outcomes, value realization, and future growth
- Ensure customers achieve measurable outcomes that support renewal justification
- Monitor engagement and proactively address risks to retention
- Provide strategic guidance aligned to customer goals
- Maintain accurate renewal forecasts in CRM systems
- Track and report on key metrics including retention, churn, and account growth
- Provide visibility into At-Risk and Key Accounts across the supplemental portfolio
Benefits
- A 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
