Customer Experience Manager, High School

As the High School Customer Experience Manager, you will lead a team dedicated to delivering seamless experiences for administrators, teachers, and students using BFW materials. Your primary goals are to drive customer satisfaction, retention, and loyalty by ensuring that educational institutions are fully supported and able to leverage all aspects of BFW products. You'll play a strategic role in identifying upsell, cross-sell, and renewal opportunities, contributing to growth in customer lifetime value.

This position requires a proactive and data-driven leader who can balance day-to-day operations with long-term relationship building and account strategy.

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. We're 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.

Major responsibilities include, but are not limited to:

Team Leadership & Strategy

• Team Development: 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.
• Performance Metrics: 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.

Account & Relationship Management

• High-Level Relationship Building: Build and maintain relationships with key accounts, ensuring executive engagement and alignment with customer success goals.
• Account Strategy: Develop and execute a data-driven account strategy informed by internal stakeholders and implemented by all Customer Experience Associates.

Customer Support & Inbound Requests

• Escalation Management: Act as the escalation point for customer inquiries and issues, ensuring timely and effective resolution of complex problems.
• Service Coordination: Oversee the coordination of customer inquiries with customer support and operations teams to ensure timely resolution, especially during peak periods.

Training & Product Adoption

• Customer Education Programs: 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.
• Adoption Monitoring: 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.

Product Feedback & Continuous Improvement

• Customer Insights: 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.
• Cross-Functional Collaboration: 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.

Metrics of Success

• Strategic Innovation: Develop new systems / processes, automations, and best practices for customer experience ensuring processes are adaptable to changing customer needs.
• Operational Efficiencies: Develop, monitor, evaluate and improve existing processes to include automation, training / documentation, and/or new tools to ensure scalable, consistent processes.
• Renewal Rate: Increase customer renewal rates by proactively managing relationships and addressing potential issues before they impact retention.
• Customer Satisfaction (CSAT): Maintain high customer satisfaction scores by ensuring prompt, effective support and relationship management.
• Product Adoption Goals: Meet or exceed product adoption targets by implementing effective training and engagement strategies.
• Cross-sell/Upsell Opportunities: Increase cross-sell and upsell opportunities by identifying customer needs and aligning with sales on value-adding solutions.

Required Qualifications:

• 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.

Salary Range:$90,000 - $95,000/year

Exemption Status: Exempt

Physical Requirements:

Requires periods of close concentration. Must be able to concentrate in noisy/busy environment; must be able to bend and reach to file. Must be able to travel occasionally; work overtime - more than 40 hours a week - as needed. Required to travel to National and Regional Meetings 1-2 times per year (US & Canada).

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

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee's date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex 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 People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family-owned company that inspires what's 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.com, 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 Education's guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.