Vice President, Customer Success

Job Overview

Overview

Impact the Moment   
When was the last time you experienced the impact of your work? Our Higher Ed Sales and Customer Success teams thrive on building meaningful relationships with educators and learners. 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 Vice President of Customer Success. This position is remotely based and is responsible for managing our large, high-performing, and rapidly evolving Customer Success Team across all Higher-Education sectors. The Vice President of Customer Success will be an individual who is skilled at building and leading a Customer Success team, managing a diverse team of Customer Success Representatives and Implementation Managers, attracting and retaining top talent, and ensuring our digital base across Connect, ALEKS, SIMnet, and MH GO is retained. The proper candidate will display the ability to simultaneously work independently, lead Customer Success and Sales initiative teams, and use the expertise and experience of colleagues to advance opportunities.

The VP of Customer Success will report to the Chief Sales Officer and work closely with the sales leadership team. This position works remotely and is open to permanent residents of the United States. Travel is required 25-50% of the year for in-person meetings and events.  

Responsibilities include:  

• Lead Customer Success and the ALEKS Implementation team to drive overall retention of digital base throughout the customer lifecycle.  
• Optimize investment and deployment of Customer Success and Gainsight in support of sales and go-to-market strategy across Connect, SIMnet, and ALEKS.  
• Partner with the Chief Sales Officer and sales leadership team to identify opportunities for process improvement.
• Work closely with sales leadership to define the optimal performance measurements and performance management programs required to ensure customer success.  
• Validate and optimize a unified approach to monitor data-driven Customer Success performance.  
• Ensure optimal deployment of Customer Success personnel to maximize retention and productivity.  
• Foster an organizational culture of continuous process improvement and strong customer-centric vision.  
• Inspire the Customer Success and ALEKS Implementation team to deliver and exceed retention targets and foster a culture of accountability and success.
• Partner closely with Product & Markets to align strategy and training to ensuring the delivery of results against objectives.  
• Articulate and promote the company vision and the strategic benefits.

We are looking for someone with:  

• Bachelor’s Degree required
• 8+ years of experience in applicable sales / go-to-market enablement functions, including demonstration of process leadership  
• Broad-based business acumen in marketing, finance or related areas which has developed and sharpened strategic capabilities  
• Consultative skills, ability to develop and successfully present to senior leaders within MHHE  
• Personal Characteristics: change agent, confident but not arrogant, risk taker, educator, keen understanding of when to work within system and when to escalate issues  
• Strong written and oral communication skills  
• Demonstrated ability to manage objectives and budgets  
• Thrives in a fast-paced environment  
• Curious by nature, active listener, insightful questioner, strong attention to detail, highly organized

Preferred experience and skills:  

• 8+ years of experience in learning, educational publishing/software, education, or a similar industry  
• 2+ years of experience in Customer Success  
• Master of Business Administration degree

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 - 200,000 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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