Customer Success Representative, Inside

Mheducation; Northern (KY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Remote work

Performance bonus

Medical benefits

Job summary

McGraw Hill Higher Education is seeking a remote Customer Success Representative. You will support college faculty and administrators, train users, and guide implementation to improve outcomes, engagement, affordability, and equity.

The role partners with Sales and CS to manage pipelines and drive customer growth. You will conduct Zoom sessions, resolve issues through collaboration with Sales, Product, and Support teams, and contribute to team strategy and product feedback.

Qualifications

• Bachelor’s degree required or equivalent experience.
• Experience in customer success or software implementation in higher ed preferred.
• Excellent communication and presentation skills for remote training and support.
• Strong team collaboration and remote-work discipline.

Responsibilities

• Develop in-depth knowledge of McGraw Hill Higher Education digital products like Connect and SIMnet.
• Use Salesforce and Gainsight to manage pipelines and analyze data.
• Partner with Sales and CS teams to assess needs and support retention and growth.
• Oversee implementation processes for new and returning customers to improve outcomes.
• Conduct Zoom trainings and provide consultative guidance tailored to customers.
• Resolve customer issues through research and cross-team collaboration.
• Participate in team meetings and share feedback to improve products.

Skills

Customer success

Communication

Remote work

Salesforce

Gainsight

Training & coaching

Education

Bachelor’s Degree

Tools

Salesforce

Gainsight

Zoom

Job description

Overview

McGraw Hill’s Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic and professional careers.

Build the Future

How can you make an impact? This remote Customer Success Representative will support college-level faculty and administrators by providing guidance, training, and resources to help them successfully use our solutions. The role focuses on improving educational outcomes, student engagement, affordability, access, and equity while building strong customer relationships that drive loyalty and retention. The CSR will partner closely with Sales and other Customer Success team members to manage customer pipelines and track progress. This role will also focus on increasing digital product usage and supporting opportunities for customer growth.

This is a remote role open to candidates residing in the Eastern or Central Time Zone. Candidates should be authorized to work for any employer in the United States. There is a requirement for 5%-10% travel throughout the year.

What would you be doing?

• Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect and SIMnet, as well as foundational learning science and instructional design concepts.
• Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience.
• Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals.
• Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support.
• Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services.

We’re looking for someone with:

• Bachelor’s Degree.
• 1-2 years experience in customer success or similar role related to software implementation (higher education experience highly preferred).
• 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?

The work you do at McGraw Hill will be work that matters. As the leading education partner for millions of educators, learners and professionals, we are expanding the possibilities of content and technology to make learning better in a connected world.

Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

The pay range for this position is between $59,500 - $75,000 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.