Remote Customer Success Specialist - Higher Ed Training

McGraw Hill; United States; Hybrid; USD 66,700 - 78,000; Full time

Job summary

McGraw Hill’s Higher Education team is seeking a Customer Success Representative to work remotely as part of the Customer Success group. You will promote customer success by guiding, training, and supporting college-level faculty and administrators to leverage our digital solutions, including Connect, SIMnet, GO!, and Sharpen.

The role is hybrid, with 2–3 days on campus during the academic year in the United States, and up to 50% travel.

Qualifications

• 1-2 years of experience in customer success or similar software-implementation role.
• Higher education experience preferred but not required.
• Background in educational administration, education technology, or curriculum design preferred.
• Exceptional communication and presentation skills.
• Ability to work effectively in a remote/hybrid setting.
• Experience with Salesforce and Gainsight is preferred.

Responsibilities

• Develop and maintain expert knowledge of McGraw Hill Higher Education's digital products to provide consultative support to customers.
• Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and drive onboarding, adoption, retention, and expansion opportunities.
• Manage customer relationships and implementation projects using Salesforce and Gainsight to track pipeline, engagement, and progress.
• Lead one-on-one and group virtual training sessions, provide ongoing guidance, respond promptly to inquiries, and ensure customers achieve desired outcomes.
• Troubleshoot customer issues by collaborating with cross-functional teams to deliver timely resolutions.
• Participate in team strategy, professional development, and cross-functional initiatives while capturing customer feedback.

Skills

Communication

Presentation

Remote work

Growth mindset

Education

Bachelor’s Degree

Tools

Salesforce

Gainsight

Job description

McGraw Hill’s Higher Education team is seeking a Customer Success Representative to work remotely as part of the Customer Success group. You will promote customer success by guiding, training, and supporting college-level faculty and administrators to leverage our digital solutions, including Connect, SIMnet, GO!, and Sharpen.

The role is hybrid, with 2–3 days on campus during the academic year in the United States, and up to 50% travel.