Field Customer Success Rep — Higher Ed (SoCal/NV)

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

Job summary

McGraw Hill's Higher Education team seeks a Field Customer Success Representative to own relationships across Southern California and Nevada, including San Diego and Las Vegas. The role requires travel and on-site campus engagement with faculty and administrators to drive product adoption and retention.

You will report to a Customer Success Manager, manage renewals, upsell, and data-driven improvements, and collaborate with multiple departments in a deadline-driven environment.

Qualifications

• Five plus years of consulting or 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.
• 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.

Responsibilities

• Own customer relationships as primary point of contact throughout the lifecycle.
• Drive product adoption, retention, and renewals with the customer.
• Manage and optimize the sales pipeline using Salesforce and Gainsight.
• Analyze data to identify trends and inform actions with sales.
• Build relationships with faculty and administrators as trusted advisor.
• Ensure effective implementation and use of McGraw Hill technologies.
• Partner with commercial teams to drive continued value of products.
• Review customer journey and product usage to identify next steps.

Skills

Customer success

Account management

Verbal communication

Written communication

Project management

Education

Bachelor's degree

Advanced degree in education or educational technology

Job description

McGraw Hill's Higher Education team seeks a Field Customer Success Representative to own relationships across Southern California and Nevada, including San Diego and Las Vegas. The role requires travel and on-site campus engagement with faculty and administrators to drive product adoption and retention.

You will report to a Customer Success Manager, manage renewals, upsell, and data-driven improvements, and collaborate with multiple departments in a deadline-driven environment.