Remote Higher Ed Customer Success Specialist

Mheducation; Chicago (IL); Remote; USD 50,000 - 60,000; Full time

Job summary

McGraw Hill Higher Education is seeking an Inside Customer Success Representative to build relationships with faculty and learners, drive product adoption, and support a remote customer base across the United States. You will partner with Sales and CS to manage pipelines, ensure renewals, and grow digital product usage.

The role emphasizes remote collaboration, strong communication, and data-driven success metrics, with a focus on delivering exceptional customer experiences and measurable

Qualifications

• Bachelor's degree required.
• 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical confidence and expertise.
• Proven ability to excel in a remote work environment, demonstrating strong communication, organization, and attention to detail.
• A positive attitude, purpose-driven spirit, and a growth mindset for embracing challenges and driving success.
• Instructional design, teaching, or coaching experience is a plus, especially in roles requiring customer guidance and support.
• Experience using Salesforce and Gainsight is preferred.

Responsibilities

• Develop and maintain an in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and their integration with Learning Management Systems to support faculty and students effectively.
• Share best practices and apply fundamental concepts of learning science and instructional design to enhance customer outcomes.
• Utilize Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
• Collaborate with Sales and Customer Success team members to assess customer needs, create implementation plans, and leverage McGraw Hill's resources to retain customers and drive new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and enjoy an exceptional experience.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and tailored support based on customer goals.
• Respond promptly to customer inquiries and follow up on meetings to ensure seamless implementation of digital products.
• Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff.
• Actively participate in team meetings, strategy calls, and professional development exercises to continuously improve your skills and contribute to team success.
• Provide valuable customer feedback and innovative ideas to inform the ongoing evolution of McGraw Hill Higher Education's products and services.

Skills

Communication

Remote work

Salesforce

Gainsight

Training

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

McGraw Hill Higher Education is seeking an Inside Customer Success Representative to build relationships with faculty and learners, drive product adoption, and support a remote customer base across the United States. You will partner with Sales and CS to manage pipelines, ensure renewals, and grow digital product usage.

The role emphasizes remote collaboration, strong communication, and data-driven success metrics, with a focus on delivering exceptional customer experiences and measurable