Customer Success Representative, Inside

Impact the Moment

When was the last time you experienced the impact of your work? As a Customer Success Representative, you'll have the unique opportunity to build meaningful relationships with educators and learners, helping them achieve their goals. Your hard work will directly touch lives across the world, allowing you to see the difference you make every day.

How can you make an impact?

The Customer Success Representative will serve as the primary point of contact for customers throughout their lifecycle. Acting as a trusted advisor to faculty at higher educational institutions, you will work to understand each customer's unique goals, challenges, and service needs to drive product adoption and retention.

The ideal candidate is self-motivated, collaborative, and takes a relationship-driven approach to their work. You will partner closely with Sales Representatives and the Customer Success team to build and manage customer pipelines, track progress through the sales cycle, and grow digital product usage. Your focus on delivering exceptional customer experience will be key to retaining customers, increasing revenue, and achieving shared goals with the sales team. Success in this role will be measured by key performance indicators (KPIs), including customer retention, renewal rates, satisfaction levels, and effective collaboration with the sales team.

Candidates should reside in either Pacific or Mountain time zones and should be comfortable traveling a few times a year for team meetings and training.

What would you be doing?

• Develop and maintain an in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and their integration with Learning Management Systems to support faculty and students effectively.
• Share best practices and apply fundamental concepts of learning science and instructional design to enhance customer outcomes.
• Utilize Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
• Collaborate with Sales and Customer Success team members to assess customer needs, create implementation plans, and leverage McGraw Hill's resources to retain customers and drive new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and enjoy an exceptional experience.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and tailored support based on customer goals.
• Respond promptly to customer inquiries and follow up on meetings to ensure seamless implementation of digital products.
• Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff.
• Actively participate in team meetings, strategy calls, and professional development exercises to continuously improve your skills and contribute to team success.
• Provide valuable customer feedback and innovative ideas to inform the ongoing evolution of McGraw Hill Higher Education's products and services.

We're looking for someone with:

• A Bachelor's degree
• 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical confidence and expertise.
• Proven ability to excel in a remote work environment, demonstrating strong communication, organization, and attention to detail.
• A Positive attitude, purpose-driven spirit, and a growth mindset for embracing challenges and driving success.
• Instructional design, teaching, or coaching experience is a plus, especially in roles requiring customer guidance and support.
• Experience using Salesforce and Gainsight

Why work with us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do. As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.

The pay range for this position is between $55,000 - 64,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual sales incentive plan is included 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" 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.

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.