Team Manager, Enterprise Customer Success

When was the last time you experienced the impact of your work? Our Higher Education 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 Team Manager, Enterprise Customer Success to lead a team of enterprise customer success representatives supporting colleges and institutions. This role is critical in ensuring institutions achieve their goals and outcomes with our platforms and products. The ideal candidate has Customer Success team leader experience within the Institutional or Enterprise space working with senior administration at the institution. Specifically, we are seeking demonstrable experience working up the institutional value chain and working with administrators on implementations, expansions, and renewals. 

 

Reporting to the Customer Success Director, you will build the team from the ground up, work closely with internal teams, sales partners, and customers to drive adoption, retention, and growth. This position requires travel (25-50%) to meet with customers and support your team. Ideal candidates must be located centrally, with easy ability to accomplish travel to both east and west coast institutions. Candidates must permanently reside within the United States to be considered for this position. 

 

As a Team Manager, Enterprise Customer Success, you will: 

• Lead and Inspire: Recruit, mentor, and develop a high-performing team of enterprise customer success representatives who consistently deliver exceptional results.
• Strategic Partnership: Serve as a trusted advisor to enterprise customers, ensuring strong adoption, retention, and engagement throughout the customer lifecycle.
• Customer Advocacy: Act as the voice of the customer, capturing feedback, identifying challenges, and delivering timely solutions to improve customer outcomes.
• Data-Driven Decisions: Leverage Salesforce, Gainsight, Salesloft and other tools to monitor customer health, automate workflows, and track progress against goals.
• Collaboration: Coordinate with internal teams to ensure seamless onboarding, implementation, customer consultation and ongoing support for enterprise customers.
• Growth and Retention: Drive renewal and expansion efforts, actively creating new customer handoffs across customer organizations while maintaining high customer satisfaction scores. 

 

We’re looking for someone with: Education & Experience:

• Bachelor’s degree required; advanced degree in education or educational technology preferred.
• 8+ years of professional experience in customer success, sales, or account management
• 3+ years managing Customer Success teams.
• Experience supporting enterprise-level customers and using CRM tools including Salesforce, Gainsight and SalesLoft. 

Skills & Mindset:

• Comfortable working in ambiguity and adapting processes in a fast-changing environment.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset with a proven track record of quota attainment and strategy execution.
• Ability to build strong relationships with internal teams and customers.
• Self-starter, team player, and multitasker who can prioritize effectively. 

 

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 pay range for this position is between $85,000 - 125,000 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.