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Director, Customer Success

Job Overview

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 instructors and administrators. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.   

Your Impact:  

McGraw-Hill Higher Education has an exciting opportunity for a Customer Success Director. The Customer Success Team supports tens of thousands of instructors who teach millions of students every year using our courseware (Connect, SIMnet, and MH GO). This role is a unique opportunity to help lead this large, high-performing, and continuously evolving function. The Customer Success Director will be an individual skilled at managing and leading teams, analyzing and improving operations, and communicating and collaborating across departments. The proper candidate must be able to both work independently and work closely with teammates and stakeholders. 

This remote-based position reports to the Vice President of Customer Success and is open to permanent residents of the United States. Travel is required 40-50% of the year for on-campus work with team members, in-person meetings, and events.  

Responsibilities include:  
People Management & Leadership  

• Directly manage and support 4-5 Customer Success Managers 
• Indirectly manage and support 40 Customer Success Representatives 
• Provide leadership to the larger Customer Success Team beyond direct and indirect reports 
• Expand team member skills through formal and opportunistic development
• Retain top talent and coach high performers 

Program Development  

• Identify gaps and inefficiencies in the Customer Success program 
• Work with others in Customer Success and beyond to identify solutions 
• Roll up your sleeves and iterate on possible solutions until they really work 

Communication & Collaboration beyond CS 

• Work regularly with Sales Leadership 
• Establish relationships with Product, Marketing, Tech Support, and more
• Represent the Customer Success Team and initiatives in meetings, cross-functional groups, and more 

We’re looking for someone with: 

• Bachelor’s degree
• 3+ years of experience managing people 
• 3+ years of experience in the US Higher Ed industry 
• Strong written and oral communication skills  
• Demonstrated ability to manage objectives and drive results
• Thrives in a fast-paced environment 
• Curious by nature, active listener, insightful questioner, strong attention to detail, highly organized 

Preferred Skills: 

• 5+ years of people management experience 
• 3+ years of experience managing people-managers 
• 3+ years of experience in Customer Success
• 5+ years of experience in US Higher Ed 

 
Why work for us? 
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions.  
 
The pay range for this position is between $100,000 - 160,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual sales incentive plan is included 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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