Manager Customer Success Higher Ed

At Macmillan Learning were committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries envisioning future possibilities and building solutions that make a lasting impact. Whether youre a Pioneer shaping bold new ideas a Builder turning possibilities into reality or a Stabilizer optimizing for success youll play a vital role in advancing our mission. If youre excited by the prospect of testing new technologies implementing transformative strategies and thriving in a fastpaced innovative environment wed love to hear from you!

As the Manager Customer Success (Higher Ed) you will lead a highperforming team dedicated to supporting instructors and students using Macmillans courseware platform Achieve. Your primary goal is to enhance customer satisfaction drive adoption and ensure retention by equipping instructors with the knowledge and tools they need to maximize the value of Macmillans products. Additionally you will play a strategic role in identifying growth opportunities including upsell crosssell and renewals.

This role requires a proactive and resultsoriented leader who can balance daytoday operations with longterm strategic planning. The ideal candidate is an innovative thinker an effective communicator and a champion of customer success. This role manages other employees.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We strongly encourage and welcome applications from individuals of all backgrounds including women and people of color to apply for this role. Were eager to meet people that believe in our mission and can contribute to our team in a variety of ways not just candidates who check all the boxes. We believe in fostering a diverse and inclusive workplace and we recognize that unique perspectives and experiences contribute to the strength of our team. If you are interested in applying we encourage you to think broadly about your background and skill set for the role. We value your potential and we are committed to providing a supportive and inclusive environment where all individuals can thrive and contribute their best.

Responsibilities include but are not limited to:

Team Leadership & Strategy 

• Hire mentor and lead a team fostering a culture of excellence through clear expectations continuous feedback and performance management (including contract employees)
• Develop and refine scalable processes tools and systems to enhance team effectiveness
• Leverage data from SFDC Power BI Amplitude and other sources to inform strategic decisions guide team discussions and generate insights for leadership

Customer Retention & Growth

• Exceed customer retention goals by proactively identifying risks and implementing strategic retention initiatives
• Develop and execute upsell and crosssell strategies to expand customer engagement and revenue
• Conduct oncampus visits both independently and alongside team members to strengthen customer relationships

Process Optimization

• Streamline and refine customer success workflows playbooks and best practices to drive operational efficiency
• Establish and monitor consistent activity expectations across the Customer Success team
• Ensure alignment of data tracking and reporting in Salesforce (SFDC) to support strategic decisionmaking

Relationship Management

• Foster strong trustbased relationships with both internal and external customers by demonstrating professionalism empathy and proactive problemsolving
• Respond promptly and comprehensively to inquiries always seeking ways to add value beyond the immediate request
• Serve as a trusted advisor to educators administrators and internal stakeholders continuously advocating for customer needs

Voice of the Customer

• Collect and analyze customer feedback to provide valuable insights to product marketing editorial and learning science teams
• Develop and showcase customer success stories testimonials and references to support marketing and sales efforts
• Actively contribute to product development and companywide strategy by representing the customer perspective

Qualifications :

Required Skills / Knowledge:

• Bachelors degree
• Experience with software sales training or customer support escalations
• Proven leadership experience in people management
• At least 5 years of experience in two or more of the following areas:
  • Customer Success
  • Sales/Account Management
  • Teaching tutoring or TA experience in Humanities Social Sciences or STEM
• Proficiency in GSuite CRM systems (e.g. Salesforce) and analytics tools (e.g. Power BI Amplitude).

Preferred Qualifications:

• Experience teaching with or supporting educational technology
• Familiarity with higher education environments and Learning Management Systems (LMS) such as Blackboard Canvas or Moodle
• Background in conflict resolution and deescalation strategies

Salary Range: $90000 $95000

Exemption Status: Exempt 

Physical Requirements: 

Must be able to concentrate and multitask for long periods of time in a noisy/busy environment

This position is eligible for remote employment excluding the following locations: Alaska Arkansas Hawaii Mississippi Nevada South Dakota West Virginia Wyoming. 

Additional Information :

Benefits 

Regular fulltime and qualifying parttime employees and their dependents are eligible for Macmillan benefits effective on the employees date of hire. Macmillan also offers health benefits coverage to qualifying samesex and oppositesex domestic partners (may require additional documentation) of active employees. 

• Competitive pay and bonus plan
• Generous Health Benefits (Medical Dental Vision)
• Contributions to your 401k retirement account through Fidelity 
• Generous paid time off sick time floating holidays and paid holidays (Spring Reset Day Juneteenth Indigenous Peoples Day Election Day and more!
• Employee Assistance Program Education Assistance Program
• 100 employerpaid life and AD&D insurance
• And much more!

Macmillan Learning is a privatelyheld familyowned company that inspires whats possible for every learner. We envision a world in which every learner succeeds. Through our content tools and services we aim to make that a reality. To learn more please visit macmillanlearning join our Macmillan Community stay connected to our Learning Stories blogs or see us on LinkedIn Facebook or X. Macmillan Learning is a division of the Holtzbrinck Publishing Group a global media company headquartered in Stuttgart Germany.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences including race ethnicity religion sex sexual orientation gender identity/expression physical ability neurodiversity age veteran family and economic status and background geographical background and status and perspective. We believe that the best companies reflect the incredible diversity in viewpoints backgrounds and identities of the world in their staffs and are committed to inclusive hiring across departments and levels. You can read more about our Diversity Equity & Inclusion initiatives here.

The successful candidate for this position will be an employee of Bedford Freeman & Worth Publishing Group LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group LLC has developed an affirmative action program in compliance with the NY Department of Educations guidance.  Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.