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McGraw Hill
Customer Success Representative, Inside
Gainsight
Salesforce
Edtech.com's Summary
McGraw Hill is hiring a Customer Success Representative, Inside. This remote role supports college-level faculty and administrators with guidance, training, and resources for McGraw Hill's Connect and SIMnet platforms. The representative partners with Sales to manage customer pipelines and drives digital product adoption, retention, and growth.
Highlights
- Guide faculty and administrators through onboarding, training, and ongoing support for Connect, SIMnet, and other digital products.
- Manage customer pipelines and track engagement stages using Salesforce and Gainsight.
- Partner with Sales and Customer Success teams to build implementation plans and support renewals and growth opportunities.
- Lead one-on-one and group training sessions tailored to each customer's needs and technical comfort level.
- Troubleshoot and resolve customer issues in collaboration with Product, Implementation, and Technical Support.
- Share customer feedback with internal teams to help shape product and service improvements.
- Bachelor's degree with 1-2 years of experience in customer success or software implementation.
- Open to candidates in the Eastern or Central time zone, with 5%-10% travel required.
- Base salary range $59,500 - $75,000 annually plus bonus and benefits.
Customer Success Representative, Inside Full 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. Click here to learn more about our benefit offerings.
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.
51133
McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.
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