Customer Success Manager

Job Requisition ID:16761Additional Locations:Remote - Any location in USThe Customer Success Manager serves a critical role with sales and operational support across the post-initial-purchase customer journey for digital products and services. The Customer Success Manager serves as the connective tissue between the customer and organization, and cultivates and protects existing revenue streams, while identifying opportunities to upsell new products to an assigned portfolio. Partner closely with Sales, Marketing, Services and Support teams to deliver a positive customer experience and drive mutually beneficial outcomes.Primary Responsibilities• Execute engagement strategies with customers to deepen customer engagement and usage.• Act as strong customer advocate across all areas of the business product, engineering, marketing, sales and executive leadership• Develop and maintain strong working relationships with Business Product Managers, Technical Product Managers, Support personnel and Innovation and Accountability Specialists.• Oversee Customer Success lifecycle processes to ensure assigned accounts have positive customer experiences and achieve desired outcomes with HMH products and services• Drive key metrics related to product implementations, including customer health, renewal rates, expansion opportunities, engagement data, etc.Education and Experience• Bachelors degree in relevant field.• 5years of related experience in software implementation (K-12 Edtech preferred) and/or school district instructional or administrative roles.Knowledge and Skills• Excellent written and verbal communication and interpersonal skills.• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.• Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.• Detail oriented, with strong organizational skills.• Ability and willingness to travel 20 - 40% average and up to 60% during peak, back-to-school period (August- October).• Microsoft Office, PC/Mac, and Internet.• CRM experience.• Excellent active listening and communication skillsPreferred Knowledge and Skills:• Experience implementing (vendor or customer) cloud-based, platform products.• K-12/EdTech preferred in Account Management, Client Services and/or Customer Success and/or school district instructional or administration roles• Strong demonstrated service-delivery experience with educational SaaS solutionsPhysical and Other Requirements• Working conditions consist of a normal office environment.• Work is primarily sedentary and requires extensive use of a computer and involves sitting for a considerable amount of time.• Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently.• Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.• Requires the ability to communicate with internal and/or external customers.• Travel - 40%ABOUT US:Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people s lives by fostering passionate, curious learners. As a leading provider of pre-K 12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.For more information, visit http://careers.hmhco.comPLEASE NOTE:Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.Estimated Salary: $20 to $28 per hour based on qualifications.