Customer Success Manager

McGraw Hill LLC.•UNAVAILABLE, UNAVAILABLE

14d•Remote

About The Position

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.

Requirements

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.

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.