[Hiring] Regional Vice President, Customer Success @McGraw Hill LLC.

Role Description

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. This role partners closely with Sales, Product, Marketing, and Professional Services to deliver seamless customer experience and maximize lifetime value.

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.

What you will be doing:

• Customer Success Strategy and Planning:
  • 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.
• Team Leadership and Development:
  • 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.
• Customer Relationship Management:
  • 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.
• Market, Customer, and Competitive Insights:
  • 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.
• Forecasting, Reporting, and Operational Excellence:
  • 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.
• Product Adoption and Enablement:
  • 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.
• Best Practices and Scalable Frameworks:
  • Develop and standardize Customer Success best practices across teams and customer segments.
  • Build scalable playbooks for onboarding, adoption, renewal, and expansion.
• Cross-Functional Collaboration:
  • 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.

Qualifications

• 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.
• Master’s degree preferred.

Benefits

• The pay range for this position is between $90,000 – 130,000 USD annually.
• 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.