Customer Success Representative (Southern California)

McGraw Hill; California (MO); On-site; USD 66,000 - 90,000; Full time

Job summary

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 journey. We’re seeking a Field Customer Success Representative to support our territory in Southern California and Nevada (San Diego or Las Vegas area).

The role owns customer relationships as the primary contact throughout the lifecycle, with 15–25% overnight travel and 60% daily travel

Qualifications

• Five plus years of consulting/customer success experience.
• Bachelor's degree required; advanced degree preferred.
• Experience managing renewals or upsell pipeline is highly preferred.
• Strong verbal and written communication, strategic planning and project management skills.

Responsibilities

• Grow digital users by upselling and cross-selling within the existing customer base.
• Own KPIs for retention, renewal, and satisfaction; drive strategies to meet targets.
• Manage sales pipeline daily using Salesforce and Gainsight; track stages and velocity.
• Analyze data to identify trends and improvements, partnering with sales.
• Build relationships with faculty and administrators as trusted advisor for course solutions.
• Ensure effective implementation and proper use of McGraw Hill technologies with on-site presentations.
• Partner with commercial teams to drive continued value of McGraw Hill products.
• Review customer journey and product usage to determine next steps and drive outcomes.
• Prioritize tasks to meet customer expectations and pipeline goals.

Skills

Customer success

Communication

Analytical thinking

Project management

Multitasking

Travel readiness

Education

Bachelor's degree

Advanced degree in education or educational technology preferred

Tools

Salesforce

Gainsight

Job description

Overview

Impact the Moment

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 journey.

We're looking for a Field Customer Success Representative to support our territory that covers a defined territory in Southern California and Nevada (candidates must be located in the San Diego or Las Vegas territory area to be considered). Reporting to a Customer Success Manager in our Higher Education Sales Organization, the Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle.

How can you make an impact?

As a Customer Success Representative, you will act as the trusted advisor to faculty at higher educational institutions. You will be responsible for understanding the customer's unique goals, issues, and service needs to successfully drive product adoption and retention. The ideal candidate is a self-motivated and collaborative individual who takes a relationship-driven approach to their work.

This role will require travel (15-25% overnight dates throughout the year, and 60% daily travel throughout assigned district) to meet with professors and administration on-site in the territory. Customer Success Representatives spend 3-4 days per week on campus during our busy sales and renewal months, and 1-2 days per week at other times of the year. Candidates must be located within and ready to travel in the territory to be considered; this territory includes accounts in San Diego and Las Vegas. All applicants must be authorized to work for any employer within the United States and hold a valid driver's license.

What you will be doing:

• Leveraging McGraw Hill's existing customer base to grow digital users through account expansion including upselling and cross-selling.
• Take ownership of key performance indicators (KPIs) related to customer retention, renewal, and overall satisfaction, driving strategies to meet and exceed targets.
• Manage and optimize the sales pipeline using Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.
• Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales.
• Building strong relationships with faculty and administrators - becoming their trusted advisor for higher education course solutions and continuously identifying new opportunities to cultivate partnerships.
• Ensuring effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences.
• Partnering with commercial teams to help drive continued value of McGraw Hill products.
• Reviewing the customer journey, product usage, to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals.
• Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals.

A successful candidate will have:

• Five plus years of consulting/customer success experience.
• Instructional Design experience in Higher Education.
• Instructional experience within Higher Education (professor, lecturer, or TA).
• Work experience in communications, marketing, sales, account management or customer success capacity.
• A Bachelor's Degree required, advanced degree in education or educational technology preferred.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Ability to troubleshoot technology issues and support digital offerings.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Proven experience managing contract renewals or upsell pipeline, with successful record of account growth and retention is highly preferred.
• A valid driver's license.

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 $66,000 - $90,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus 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 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.