Customer Success Representative, Inside

Job Overview

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

We have an opening for a Customer Success Representative working remotely as a member of our Customer Success team. Reporting to the Manager, Customer Success Team, the CSR is responsible for promoting customer success by providing guidance, training, and support that empowers college-level faculty and administrators to harness the power of our solutions. From boosting student engagement and performance to advancing affordability, access, and equity, your work will focus on driving improved educational outcomes and cultivating relationships that result in enduring customer loyalty, retention, and growth. You will partner closely with the Sales Representatives and Customer Success Representative in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

• Develop and maintain deep expertise in McGraw Hill Higher Education’s digital products (Connect, SIMnet, ALEKS), along with a strong understanding of learning science and instructional design principles.
• Utilize Salesforce and Gainsight daily to manage the sales pipeline, track customer stages, analyze pipeline velocity, and perform data mining.
• Collaborate with Sales and Customer Success teams to assess customer needs, create implementation plans, and drive retention and new business opportunities.
• Lead implementation efforts for new and returning customers to ensure successful onboarding, improved outcomes, and optimal user experience.
• Deliver personalized support and training through one-on-one and group Zoom meetings, aligning guidance with each customer’s goals.
• Provide timely follow-up and responses to customer inquiries, ensuring smooth implementation and addressing digital product-related questions.
• Troubleshoot and resolve customer issues by working cross-functionally with implementation consultants, sales, product, and technical support teams.
• Contribute to team strategy, development initiatives, and product evolution by sharing customer feedback and participating in meetings and training sessions.

We are looking for someone with:

• Bachelor’s Degree.
• 1-2 years experience in customer success or 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 acumen and confidence.
• Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.
• Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
• Instructional design, teaching and/or coaching experience also a plus.
• Experience using Salesforce and Gainsight is preferred.

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence.

The pay range for this position is between $62,000-$72,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual 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 addresses 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.

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