High School Customer Experience Associate

Macmillan Job Board; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401k retirement plan

Paid time off

Bonus plan

Life and AD&D insurance

Job summary

Macmillan Learning is seeking a customer success professional to build relationships with technical contacts, classroom users, and administrators across the territory. You will monitor account health using Salesforce, PowerBI, and Amplitude, and proactively address friction to ensure smooth usage.

You will lead tailored training sessions on product platforms and privacy policies, working with Sales on outreach and alignment.

Qualifications

• Bachelor’s degree in Business, Education, or related field.
• 2+ years of experience in customer support, account management, or related role.
• Experience with CRM tools such as Salesforce to maintain data and records.
• Strong organizational skills and attention to detail with a solutions mindset.

Responsibilities

• Build and manage relationships across technical contacts, administrators, and classroom users in the assigned territory.
• Monitor account health and usage with tools like PowerBI, Amplitude, and Salesforce; identify friction points.
• Deliver engaging group and 1:1 training sessions on product platforms, integrations, and privacy policies.
• Coordinate with Sales; hold regular 1:1 calls to align on customer outreach.
• Serve as primary contact for license access, expiry dates, account modifications, and peak period issues.
• Create educational resources such as video tutorials and getting-started guides.
• Support renewals and growth by tracking renewal dates and license usage, identifying upsell opportunities.
• Collaborate with Integration, Support, Marketing, Editorial, and Product teams; maintain documentation.

Skills

Customer relationship building

Communication skills

Problem solving

Multitasking

Education

Bachelor’s degree in Business, Education, or related field

Tools

Salesforce

PowerBI

Amplitude

Job description

What You’ll Do

• You'll build and manage relationships: Proactively establish communication channels with technical contacts, administrators, integration contacts, and classroom users across your assigned territory to ensure personalized, seamless support.


• You'll oversee account health: Monitor account usage and health metrics using tools like PowerBI, Amplitude, and Salesforce, proactively identifying friction points and maintaining timely communication.


• You'll lead customer training: Deliver engaging, tailored group and 1:1 technical consults and training sessions on product platforms, integrations, and privacy policies post-sale.


• You'll partner openly with Sales: Schedule regular structured 1:1 calls with Sales Representatives, establishing clear agendas and alignment on customer outreach efforts.


• You'll serve as a primary support contact: Handle customer inquiries related to license access, expiry dates, account modifications, and peak period troubleshooting.


• You'll create educational resources: Develop targeted, quality asynchronous resources such as video tutorials and getting-started guides.


• You'll support renewals and growth: Qualify renewal opportunities by tracking key decision dates, monitoring license usage, and identifying potential digital upsells.


• You'll collaborate cross-functionally: Work alongside Integration, Support, Marketing, Editorial, and Product teams while maintaining documentation and shared knowledge.

What You’ll Bring

• Bachelor’s degree in Business, Education, or a related field.


• 2+ years of experience in customer support, account management, or a related role, ideally within educational technology or publishing.


• Proven ability to build strong customer relationships and leverage CRM tools (such as Salesforce) to maintain clean data and account records.


• Strong organizational skills, attention to detail, and a solutions-focused mindset with the ability to handle multiple priorities during peak periods.


• Clear written and verbal communication skills across technical and non-technical audiences.

Preferred Qualifications

• Demonstrated experience championing process improvements, automation, or novel workflows within customer success.


• Track record of designing creative customer engagement tactics or asynchronous educational resources.


• Experience evaluating or utilizing AI-driven tools, learning analytics platforms, or edtech software to drive adoption.

Salary Range: $55,000 - $60,000 / year.

Exemption Status: Exempt

Physical Requirements:

Requires periods of close concentration; must be able to multi-task; must be able to travel occasionally; work overtime - more than 40 hours a week - regularly, as needed.

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, South Dakota, West Virginia, Wyoming.

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• Competitive pay and bonus plan


• Generous Health Benefits (Medical, Dental, Vision)


• Contributions to your 401k retirement account through Fidelity


• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)


• Employee Assistance Program, Education Assistance Program


• 100% employer-paid life and AD&D insurance


• And much more!

Macmillan Learning is a privately-held, family owned company that improves lives through learning. By linking research to learning practice, we develop pioneering products and learning materials for students that are highly effective and drive improved outcomes. Our engaging content is developed in partnership with the world's best researchers, educators, administrators, and developers. To learn more, please visit macmillanlearning.com or see us on Facebook, Twitter, LinkedIn or join our Macmillan Community. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a family-owned global media company headquartered in Stuttgart, Germany.

At Macmillan Learning, we believe diverse perspectives and backgrounds enrich our mission to improve lives through learning. We actively seek candidates who reflect a wide range of identities, experiences, and communities. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status and background, geographical status and background, or any other characteristic protected by federal, state, or local law.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an equal opportunity compliance program in compliance with the NY Department of Education’s guidance. Portions of the equal opportunity compliance program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.