Overview In this senior role, you will lead a regional Customer Success organization within a SaaS environment, driving retention, expansion, and value realization for a defined portfolio. You will align customer success strategy with company-wide goals and partner with Sales, Product, Marketing, and Services to deliver a seamless experience. You will shape scalable playbooks, measure health and outcomes, and drive long-term partnerships that support renewals and growth. This is a remote, travel-ready leadership opportunity at McGraw Hill, focused on education content and product-driven impact.
Compensation / Benefits- bonus plan may be provided
- medical and/or other benefits
- remote position
- travel requirement
- competitive pay range
Responsibilities- Develop and execute a scalable Customer Success strategy aligned to SaaS growth, focusing on retention, expansion, and adoption
- Define success metrics, health indicators, and performance benchmarks for the CS organization
- Identify opportunities for upsell/cross-sell within existing customers
- Recruit, develop, and retain a high-performing CS team with clear performance expectations
- Mentor talent, build succession planning, and foster a culture of accountability and continuous improvement
- Build executive-level customer relationships and manage health, risk, and escalation
- Partner with customers to drive adoption and measurable business value
- Monitor market trends and translate insights into product/strategy recommendations
- Own renewal forecasting, pipeline visibility, and KPI reporting
- Enable CS teams for product adoption and feedback loops to product teams
- Standardize best practices and create scalable onboarding, adoption, renewal, and expansion playbooks
- Collaborate with Sales, Product, Marketing, and Services to align across the customer lifecycle
Key requirements- 5+ years in industry with SaaS understanding and revenue growth exposure
- 5+ years of people leadership in senior commercial roles
- Strong understanding of SaaS metrics (ARR, retention, churn, renewal, account growth)
- Excellent coaching, communication, negotiation, and relationship-building skills
- Strategic thinking with ability to align sales initiatives to objectives
- Strong analytical skills and data-driven decision-making
- Experience managing budgets, forecasting, and revenue growth
- Proficiency with CRM platforms and performance reporting tools
- Ability to adapt to change and lead in a fast-paced environment
- Experience working with diverse teams and stakeholders
- Bachelor's degree in Business, Marketing, or related field; Master's preferred
- leadership
- strategic thinking
- communication
- CRM platforms
- sales technology
- performance reporting tools
