Field Customer Success Manager - Higher Ed (SoCal/NV)

McGraw Hill; Irvine (CA); On-site; USD 66,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Medical and/or other benefits

Job summary

McGraw Hill is seeking a Field Customer Success Representative to support a defined Southern California and Nevada territory, including San Diego and Las Vegas. This role requires 15–25% travel overnight and 60% daily travel within the district, engaging with faculty and administrators on campus to drive product adoption and retention.

You will own customer relationships, upsell/cross-sell opportunities, and ensure effective use of McGraw Hill technologies, delivering sales presentations and

Qualifications

• 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.
• Bachelor's Degree required, advanced degree in education or educational technology preferred.

Responsibilities

• Leverage McGraw Hill's existing customer base to grow digital users through account expansion including upselling and cross-selling.
• Own KPIs related to customer retention, renewal, and overall satisfaction; drive strategies to meet/exceed targets.
• Manage and optimize the sales pipeline using Salesforce and Gainsight daily to track stages and measure velocity.
• Analyze data to identify trends and inform actions in partnership with sales.
• Build strong relationships with faculty and administrators, becoming their trusted advisor for higher education.

Skills

Customer success

Account management

Sales support

Data analysis

Communication skills

Education

Bachelor's degree

Advanced degree in education or educational technology preferred

Tools

Salesforce

Gainsight

Job description

McGraw Hill is seeking a Field Customer Success Representative to support a defined Southern California and Nevada territory, including San Diego and Las Vegas. This role requires 15–25% travel overnight and 60% daily travel within the district, engaging with faculty and administrators on campus to drive product adoption and retention.

You will own customer relationships, upsell/cross-sell opportunities, and ensure effective use of McGraw Hill technologies, delivering sales presentations and