Customer Success Representative (San Antonio/Austin)

McGraw Hill; United States; Hybrid; USD 66,700 - 78,000; Full time

Job summary

McGraw Hill’s Higher Education team is seeking a Customer Success Representative to work remotely as part of the Customer Success group. You will promote customer success by guiding, training, and supporting college-level faculty and administrators to leverage our digital solutions, including Connect, SIMnet, GO!, and Sharpen.

The role is hybrid, with 2–3 days on campus during the academic year in the United States, and up to 50% travel.

Qualifications

• 1-2 years of experience in customer success or similar software-implementation role.
• Higher education experience preferred but not required.
• Background in educational administration, education technology, or curriculum design preferred.
• Exceptional communication and presentation skills.
• Ability to work effectively in a remote/hybrid setting.
• Experience with Salesforce and Gainsight is preferred.

Responsibilities

• Develop and maintain expert knowledge of McGraw Hill Higher Education's digital products to provide consultative support to customers.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and drive onboarding, adoption, retention, and expansion opportunities.
• Manage customer relationships and implementation projects using Salesforce and Gainsight to track pipeline, engagement, and progress.
• Lead one-on-one and group virtual training sessions, provide ongoing guidance, respond promptly to inquiries, and ensure customers achieve desired outcomes.
• Troubleshoot customer issues by collaborating with cross-functional teams to deliver timely resolutions.
• Participate in team strategy, professional development, and cross-functional initiatives while capturing customer feedback.

Skills

Communication

Presentation

Remote work

Growth mindset

Education

Bachelor’s Degree

Tools

Salesforce

Gainsight

Job description

Make an Impact! 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.

Overview

Make an Impact! 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.

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. You will partner closely with the Sales Representatives in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage.

This role is open to applicants who are authorized to work for any employer in the United States. Candidates should reside in the territory of San Antonio or Austin, Texas. Candidates should be willing and able to travel up to 50% of the time during the day, and 5-10% of the time overnight for team or company meetings.

What would you be doing?

• Develop and maintain expert knowledge of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen), Learning Management System integrations, and best practices in learning science and instructional design to provide consultative support to customers.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and drive successful onboarding, adoption, retention, and expansion opportunities for new and existing customers.
• Manage customer relationships and implementation projects using Salesforce and Gainsight to track pipeline, customer engagement, implementation progress, and overall customer success.
• Lead one-on-one and group virtual training sessions, provide ongoing implementation guidance, respond promptly to customer inquiries, and ensure customers achieve desired outcomes with McGraw Hill's digital solutions.
• Troubleshoot customer issues by collaborating with implementation consultants, sales partners, product teams, and technical support to deliver timely resolutions and an exceptional customer experience.
• Participate in team strategy, professional development, and cross-functional initiatives while capturing customer feedback and sharing insights to influence future product enhancements and service improvements.

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 preferred but not required).
• Candidates with a background in educational administration, education technology, or curriculum design is strongly 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 a hybrid role — home-based, with a local campus presence of 2–3 days per week during the academic year.
• Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
• 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 $66,700 - $78,000 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.