Remote Customer Success Specialist - Higher Education

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

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.