Customer Success Manager

Summary

McGraw Hill is an education company focused on building meaningful relationships with educators and learners. The Customer Success Manager will manage and grow a portfolio of K-12 educational clients by owning renewals, retention, account expansion, customer relationships, value realization, and pipeline management.

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

Skills

• • 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
• 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
• • 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

Qualifications

Must Haves

• • 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
• 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

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

Benefits

• This is a remote position.
• A 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.