Job description

Overview Build the Future Could your creative thinking build the future of customer success? The Regional Vice President (RVP), Customer Success is a senior leadership role, responsible for driving customer retention, expansion, and overall customer value realization across a defined customer portfolio. The RVP of Customer Success serves as a strategic leader, aligning customer success strategy with broader company goals, revenue growth objectives, and product innovation. This role partners closely with Sales, Product, Marketing, and Professional Services to deliver seamless customer experience and maximize lifetime value. How can you make an impact? We are looking for someone with new ideas who connects with people in innovative ways. This role will lead a high-performing Customer Success organization within a SaaS environment, ensuring customers achieve measurable outcomes through product adoption, engagement, and long-term partnership. This is a remote position with up to 50% of travel time required monthly across the Southeast & South Central Region of the United States. Candidates must reside in and be authorized to work for any employer in the United States. What you will be doing: Customer Success Strategy and Planning • Develop and execute a scalable Customer Success strategy aligned to SaaS growth objectives, including retention, expansion, and adoption. • Define success metrics, customer health indicators, and performance benchmarks for the Customer Success organization. • Identify opportunities to drive expansion, upsell, and cross-sell within existing customer base. Team Leadership and Development • Recruit, develop, and retain a high-performing Customer Success team, including leaders and individual contributors. • Establish clear performance expectations, coaching frameworks, and accountability standards. • Provide ongoing mentorship and leadership development to strengthen talent pipeline and succession planning. • Foster a culture of accountability, customer obsession, collaboration, and continuous improvement. • Align team structure and coverage models to support scalable growth and operational efficiency. Customer Relationship Management • Build and maintain executive-level relationships with key customers and stakeholders. • Ensure proactive management of customer health, satisfaction, and risk retention. • Lead escalation management and ensure timely resolution of complex customer issues. • Partner with customers to drive adoption, engagement, and measurable outcomes tied to business value. • Strengthen long-term customer partnerships that support renewals and expansion opportunities. Market, Customer, and Competitive Insights • Monitor industry trends, customer behavior, and competitive dynamics within the SaaS landscape. • Translate customer insights into actionable recommendations for product, strategy, and go-to-market improvements. • Partner with internal teams to ensure the voice of the customer is embedded into decision-making. • Identify risks and opportunities within the customer base and proactively adjust strategy to address them. Forecasting, Reporting, and Operational Excellence • Own customer retention, renewal forecasting, and expansion pipeline visibility. • Deliver accurate and timely reporting on Customer Success KPIs, including churn, NRR, adoption, and engagement. • Use data-driven insights to inform strategic decisions and performance improvements. • Establish operational rigor and scalable processes to support predictable customer outcomes. Product Adoption and Enablement • Ensure Customer Success teams are fully enabled to drive product adoption and value realization. • Partner with Product teams to collect and synthesize customer feedback into actionable product insights. • Support the development of enablement tools, training programs, and resources that increase customer proficiency. • Drive initiatives that accelerate time-to-value and deepen product utilization across customer segments. Best Practices and Scalable Frameworks • Develop and standardize Customer Success best practices across teams and customer segments. • Build scalable playbooks for onboarding, adoption, renewal, and expansion. Cross-Functional Collaboration • Partner closely with Sales, Product, Marketing, and Professional Services to ensure alignment across the customer lifecycle. • Collaborate on go-to-market strategy, product launches, and customer advocacy programs. • Support marketing initiatives through customer storytelling, case studies, and reference development. • Ensure cohesive execution of customer-facing initiatives that strengthen brand and product positioning. What can you bring to the role? The ideal candidate will bring exceptional leadership, strategic insight, and business acumen, coupled with a demonstrated ability to accelerate growth and deliver results. They excel at making region-relevant decisions, navigating complexity, and inspiring teams to perform at their highest level. Success in this role requires a strong balance of strategic vision and operational discipline, with the ability to execute market-focused initiatives, drive business performance, and lead through change in a dynamic and competitive environment. • 5+ years of industry experience with a strong understanding of market dynamics and customer needs. • 5+ years of people leadership experience (Sales Director, Regional Vice President, or a similar senior commercial leadership role) with a demonstrated ability to build, develop, and lead high-performing teams. • Demonstrated understanding of SaaS metrics and business drivers, including ARR, customer retention, renewal management, churn mitigation, and account growth. • Strong coaching and performance management skills. • Excellent communication, negotiation, and relationship-building abilities. • Demonstrated strategic thinking and business acumen, with the ability to align sales initiatives to organizational objectives. • Strong analytical skills with the ability to interpret data, identify trends, and make informed business decisions. • Experience managing budgets, forecasting, and driving revenue growth. • Proficiency with CRM platforms, sales technology, and performance reporting tools. • Ability to adapt to changing business needs and lead through ambiguity in a fast-paced environment. • Experience working across diverse teams, cultures, and stakeholder groups. • Bachelor’s degree in Business, Marketing, or a related field required. • Master’s degree preferred. Here’s what we offer: The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights. The pay range for this position is between $90,000 – 130,000 USD annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. A bonus plan may be provided 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. McGraw Hill recruiters always use a “@mheducation.com or @careers.mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email 51256

Requirements

Must-haves

Build the Future
Could your creative thinking build the future of customer success?
The Regional Vice President (RVP), Customer Success is a senior leadership role, responsible for driving customer retention, expansion, and overall customer value realization across a defined customer portfolio.
How can you make an impact?
Customer Success Strategy and Planning
Develop and execute a scalable Customer Success strategy aligned to SaaS growth objectives, including retention, expansion, and adoption.
Define success metrics, customer health indicators, and performance benchmarks for the Customer Success organization.
Identify opportunities to drive expansion, upsell, and cross-sell within existing customer base.
Team Leadership and Development
Recruit, develop, and retain a high-performing Customer Success team, including leaders and individual contributors.
Establish clear performance expectations, coaching frameworks, and accountability standards.
Provide ongoing mentorship and leadership development to strengthen talent pipeline and succession planning.
Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.
Align team structure and coverage models to support scalable growth and operational efficiency.
Customer Relationship Management
Build and maintain executive-level relationships with key customers and stakeholders.
Ensure proactive management of customer health, satisfaction, and risk retention.
Lead escalation management and ensure timely resolution of complex customer issues.
Partner with customers to drive adoption, engagement, and measurable outcomes tied to business value.
Strengthen long-term customer partnerships that support renewals and expansion opportunities.
Market, Customer, and Competitive Insights
Monitor industry trends, customer behavior, and competitive dynamics within the SaaS landscape.
Translate customer insights into actionable recommendations for product, strategy, and go-to-market improvements.

Nice-to-haves

Master’s degree preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: jibe
Effort: medium

Benefits

Benefits detected in the listing.

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