Customer Success Manager

Overview

Impact the Moment
When was the last time you experienced the impact of your work? Our customer success team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes.

We're looking for a Customer Success Manager to join our Higher Ed team in Canada. Reporting to a Regional Sales Manager, the Customer Success Manager will be responsible for retaining customers that leverage MH Courseware products including Connect, SIMnet and ALEKS. The CSM leverages reference selling techniques to grow digital product adoptions and helps customers understand learning trends that enhance desired student success outcomes.

How can you make an impact?

As a Customer Success Manager, you will act as the trusted advisor to faculty at higher educational institutions and a partner to the Learning Solutions Representatives. You will share new business leads with the LSRs and also manage the customer relationship and account management after the post-won journey. You will be accountable for growing our core revenue, deepening platform usage, and retaining our high revenue generating customers. A critical element of this role is forming and maintaining relationships with faculty members, chairs, deans, and department support staff to drive digital usage and revenue growth.

This hybrid position works remotely from your home office and also requires regular travel on campus throughout the year to meet with faculty, staff and administration. This territory includes Southwest Ontario and an ideal candidate lives on the Southwest side of Toronto. Candidates must have a valid driver's license to be considered for this role.

What you will be doing:

1. Meet and exceed retention targets including closing renewal opportunities.
2. Pitch and design the implementation process to customers and deliver the strategy by gaining clear commitments with customers.
3. Offer data that encourages usage of additional features within courseware products to enhance teaching outcomes.
4. Facilitate the sales process with customers to upgrade to new versions of our products and platforms by asking for new leads during the process.
5. Assign implementation tasks to the Customer Success and Implementation team.
6. Build strong and trusted relationships with all MH stakeholders.

We are looking for someone with:

1. Post-secondary degree/diploma ideally in business or management.
2. 1-3 years' digital software sales experience with proven track record of achieving/exceeding targets.
3. Superior interpersonal and communication skills with a customer-centric focus.
4. Demonstrates passion and interest in technology-enabled educational solutions.
5. Self-starter with excellent time management and organizational skills.
6. Creative problem-solving ability and the ability to excel through change.
7. Data-driven mindset, ability to deliver platform demonstrations and manage relationships effectively.
8. Strong technical skills and experience with Microsoft Office and SalesForce.
9. A driver's license and the ability to travel up to 40% of the year.

Why work with us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do. As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.

The compensation for this position includes salary in the range of 55,000-60,000 CAD, a car allowance and annual sales incentive plan, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location.

McGraw Hill recruiters always use a "@mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.