Regional VP, Customer Success (South)

McGraw Hill LLC.•DeSoto, TX

1d•Remote

About The Position

The Regional Vice President (RVP), Customer Success is a senior leadership role, responsible for driving customer retention, expansion, and overall customer value realization across a defined customer portfolio. The RVP of Customer Success serves as a strategic leader, aligning customer success strategy with broader company goals, revenue growth objectives, and product innovation. This role partners closely with Sales, Product, Marketing, and Professional Services to deliver seamless customer experience and maximize lifetime value. We are looking for someone with new ideas who connects with people in innovative ways. This role will lead a high-performing Customer Success organization within a SaaS environment, ensuring customers achieve measurable outcomes through product adoption, engagement, and long-term partnership. This is a remote position with up to 50% of travel time required monthly across the Southeast & South Central Region of the United States. Candidates must reside in and be authorized to work for any employer in the United States.

Requirements

5+ years of industry experience with a strong understanding of market dynamics and customer needs.
5+ years of people leadership experience (Sales Director, Regional Vice President, or a similar senior commercial leadership role) with a demonstrated ability to build, develop, and lead high-performing teams.
Demonstrated understanding of SaaS metrics and business drivers, including ARR, customer retention, renewal management, churn mitigation, and account growth.
Strong coaching and performance management skills.
Excellent communication, negotiation, and relationship-building abilities.
Demonstrated strategic thinking and business acumen, with the ability to align sales initiatives to organizational objectives.
Strong analytical skills with the ability to interpret data, identify trends, and make informed business decisions.
Experience managing budgets, forecasting, and driving revenue growth.
Proficiency with CRM platforms, sales technology, and performance reporting tools.
Ability to adapt to changing business needs and lead through ambiguity in a fast-paced environment.
Experience working across diverse teams, cultures, and stakeholder groups.
Bachelor’s degree in Business, Marketing, or a related field required.

Nice To Haves

Master’s degree preferred.

Responsibilities

Develop and execute a scalable Customer Success strategy aligned to SaaS growth objectives, including retention, expansion, and adoption.
Define success metrics, customer health indicators, and performance benchmarks for the Customer Success organization.
Identify opportunities to drive expansion, upsell, and cross-sell within existing customer base.
Recruit, develop, and retain a high-performing Customer Success team, including leaders and individual contributors.
Establish clear performance expectations, coaching frameworks, and accountability standards.
Provide ongoing mentorship and leadership development to strengthen talent pipeline and succession planning.
Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.
Align team structure and coverage models to support scalable growth and operational efficiency.
Build and maintain executive-level relationships with key customers and stakeholders.
Ensure proactive management of customer health, satisfaction, and risk retention.
Lead escalation management and ensure timely resolution of complex customer issues.
Partner with customers to drive adoption, engagement, and measurable outcomes tied to business value.
Strengthen long-term customer partnerships that support renewals and expansion opportunities.
Monitor industry trends, customer behavior, and competitive dynamics within the SaaS landscape.
Translate customer insights into actionable recommendations for product, strategy, and go-to-market improvements.
Partner with internal teams to ensure the voice of the customer is embedded into decision-making.
Identify risks and opportunities within the customer base and proactively adjust strategy to address them.
Own customer retention, renewal forecasting, and expansion pipeline visibility.
Deliver accurate and timely reporting on Customer Success KPIs, including churn, NRR, adoption, and engagement.
Use data-driven insights to inform strategic decisions and performance improvements.
Establish operational rigor and scalable processes to support predictable customer outcomes.
Ensure Customer Success teams are fully enabled to drive product adoption and value realization.
Partner with Product teams to collect and synthesize customer feedback into actionable product insights.
Support the development of enablement tools, training programs, and resources that increase customer proficiency.
Drive initiatives that accelerate time-to-value and deepen product utilization across customer segments.
Develop and standardize Customer Success best practices across teams and customer segments.
Build scalable playbooks for onboarding, adoption, renewal, and expansion.
Partner closely with Sales, Product, Marketing, and Professional Services to ensure alignment across the customer lifecycle.
Collaborate on go-to-market strategy, product launches, and customer advocacy programs.
Support marketing initiatives through customer storytelling, case studies, and reference development.
Ensure cohesive execution of customer-facing initiatives that strengthen brand and product positioning.