[Hiring] Customer Success Manager @McGraw Hill LLC.

Role Description

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

Qualifications

• 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

Benefits

• The pay range for this position is between $65,000-$85,000 annually.
• 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.