Inside Customer Success Representative

Mheducation; Northern (KY); Remote; USD 60,000 - 75,000; Full time

Job summary

McGraw Hill’s Higher Education team is seeking a remote Customer Success Representative to support college-level faculty and administrators by guiding their use of Connect and SIMnet, driving engagement, outcomes, and retention.

You will partner with Sales and CS to manage customer pipelines in Salesforce and Gainsight, oversee implementations, train users, and provide consultative, timely follow-up. Travel 5–10% yearly; candidates must be authorized to work in the United States.

Qualifications

• Bachelor’s degree required.
• 1–2 years in customer success or similar software-implementation role (higher education experience highly preferred).
• Exceptional communication and presentation skills to train and support customers with varying levels of technical acumen.

Responsibilities

• Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect and SIMnet.
• Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience.
• Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals.
• Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support.
• Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services.

Skills

Communication

Salesforce

Gainsight

Education

Bachelor’s Degree

Tools

Salesforce

Gainsight

Job description

Overview

Build the Future

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 and professional careers.

How can you make an impact?

This remote Customer Success Representative will support college-level faculty and administrators by providing guidance, training, and resources to help them successfully use our solutions. The role focuses on improving educational outcomes, student engagement, affordability, access, and equity while building strong customer relationships that drive loyalty and retention. The CSR will partner closely with Sales and other Customer Success team members to manage customer pipelines and track progress. This role will also focus on increasing digital product usage and supporting opportunities for customer growth.

This is a remote role open to candidates residing in the Eastern or Central Time Zone. Candidates should be authorized to work for any employer in the United States. There is a requirement for 5%-10% travel throughout the year.

What would you be doing?

• Develop and maintain in-depth knowledge of McGraw Hill Higher Education’s digital products, including Connect and SIMnet, as well as foundational learning science and instructional design concepts.
• Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience.
• Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals.
• Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support.
• Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services.

We’re looking for someone with:

• Bachelor’s Degree.
• 1-2 years experience in customer success or similar role related to software implementation (higher education experience highly preferred).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence.
• Ability to excel in a remote setting. This is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.
• Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
• Instructional design, teaching and/or coaching experience also a plus.
• Experience using Salesforce and Gainsight is preferred.

Why work for us?

The work you do at McGraw Hill will be work that matters. As the leading education partner for millions of educators, learners and professionals, we are expanding the possibilities of content and technology to make learning better in a connected world.

Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

The pay range for this position is between $59,500 - $75,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.