Middle Customer Success Manager

Overview

Spirit to Win

When was the last time you experienced the impact of your work? At McGraw Hill, we thrive on building meaningful relationships with educators and learners. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.

In this role, you will champion communication and collaboration with all internal Account Team members to monitor and support the renewal, expansion and overall success of our enterprise customer accounts by monitoring key account health needs.

What is this role about?

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.

What will you be doing:

Renewals & Revenue Ownership

• 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

Account Growth

• 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

Customer Relationship Management

• 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

Value Realization

• Ensure customers achieve measurable outcomes that support renewal justification
• Monitor engagement and proactively address risks to retention
• Provide strategic guidance aligned to customer goals

Pipeline Management

• 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

What success looks like in this role

• High renewal rates and low churn across your portfolio
• Consistent achievement of revenue targets tied to renewals
• Growth in account value through upsell and cross-sell
• Strong, long-term customer relationships that lead to repeat business
• Accurate forecasting and disciplined pipeline management

We are looking for someone with:

• 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

Preferred experience:

• 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

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights.

The pay range for this position is between $65,000-$85,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. 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.  Click here to learn more about our benefit offerings.

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