Field Customer Success Pro - Higher Ed (SoCal & NV)

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

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