Remote Higher Education Customer Success Specialist

Mcgraw Hill; Columbus (OH); Remote; USD 60,000 - 75,000; Full time

Job summary

McGraw Hill is seeking a remote Customer Success Representative to support college-level faculty and administrators across the United States. You will guide adoption of Connect and SIMnet, manage pipelines in Salesforce and Gainsight, and collaborate with Sales and CS teams to drive retention and growth.

You will conduct training via Zoom, analyze customer data, and coordinate with Product, Implementation, and Technical Support to resolve issues and improve outcomes.

Qualifications

• Bachelor's degree required.
• 1–2 years in customer success or software implementation.
• Experience with Salesforce and Gainsight preferred.

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

Exceptional communication

Presentation skills

Remote work experience

Organizational skills

Growth mindset

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Job description

McGraw Hill is seeking a remote Customer Success Representative to support college-level faculty and administrators across the United States. You will guide adoption of Connect and SIMnet, manage pipelines in Salesforce and Gainsight, and collaborate with Sales and CS teams to drive retention and growth.

You will conduct training via Zoom, analyze customer data, and coordinate with Product, Implementation, and Technical Support to resolve issues and improve outcomes.