Customer Experience Manager

Summary

Join Macmillan Learning as the High School Customer Experience Manager and lead a team dedicated to providing exceptional experiences for administrators, teachers, and students using BFW materials. You will drive customer satisfaction, retention, and loyalty while identifying upsell and cross-sell opportunities. This role requires a proactive, data-driven leader who can balance daily operations with long-term relationship building. Responsibilities include team leadership, account management, customer support, training, and product feedback. The ideal candidate possesses a Bachelor's degree, 5+ years in customer success, and strong leadership skills. Macmillan Learning offers competitive benefits, including health insurance, retirement contributions, paid time off, and life insurance.

Requirements

• Bachelor’s degree in Business, Education, or a related field; advanced degree preferred
• 5+ years in customer success, account management, or a similar role with 2+ years in a managerial or team leadership position, ideally in educational technology or publishing
• Strong leadership, relationship management, and customer success orientation; proficiency with CRM tools (e.g., Salesforce)
• Strategic thinker with a proactive, solutions-oriented mindset; excellent communication skills; highly organized with the ability to prioritize and manage multiple priorities effectively, especially during peak seasons

Responsibilities

• Lead, coach, and support a team of Customer Experience Associates, ensuring high performance and professional growth. Foster a culture focused on continuous improvement and customer success
• Establish and monitor KPIs related to customer renewal rate, customer satisfaction (CSAT), product adoption, and cross-sell/upsell opportunities. Regularly review team performance to identify and address areas for improvement
• Build and maintain relationships with key accounts, ensuring executive engagement and alignment with customer success goals
• Develop and execute a data-driven account strategy informed by internal stakeholders and implemented by all Customer Experience Associates
• Act as the escalation point for customer inquiries and issues, ensuring timely and effective resolution of complex problems
• Oversee the coordination of customer inquiries with customer support and operations teams to ensure timely resolution, especially during peak periods
• Oversee the development and delivery of training programs to enhance customer understanding of BFW products and integrations. Ensure that the team offers a mix of group, 1:1, synchronous, and asynchronous resources
• Track and report on license usage to ensure optimal product adoption. Guide the team to identify low-adoption accounts and implement strategies to drive product engagement
• Gather, analyze, and report customer feedback on product performance and integration challenges. Work closely with product and development teams to drive continuous improvement based on customer insights
• Partner with Sales, Product, and Operations teams to ensure a seamless customer journey from onboarding to renewal, aligning on goals and sharing insights across functions
• Develop new systems / processes, automations, and best practices for customer experience ensuring processes are adaptable to changing customer needs
• Develop, monitor, evaluate and improve existing processes to include automation, training / documentation, and/or new tools to ensure scalable, consistent processes
• Increase customer renewal rates by proactively managing relationships and addressing potential issues before they impact retention
• Maintain high customer satisfaction scores by ensuring prompt, effective support and relationship management
• Meet or exceed product adoption targets by implementing effective training and engagement strategies
• Increase cross-sell and upsell opportunities by identifying customer needs and aligning with sales on value-adding solutions

Benefits

• 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 People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance