Customer Success Representative (Boston)

McGraw Hill LLC. • Boston, MA

11h • Onsite

About The Position

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 journey. We are seeking a Field Customer Success Representative to support a defined territory that includes Boston, Rhode Island, and Albany. Candidates must be located in this territory. This role reports to a Customer Success Manager within the Higher Education Sales Organization. The Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle, acting as a trusted advisor to faculty at higher educational institutions. Key responsibilities include understanding customer goals, issues, and service needs to drive product adoption and retention. The ideal candidate is self-motivated, collaborative, and takes a relationship-driven approach. The role requires significant travel, including 15-25% overnight travel annually and 60% daily travel within the assigned district to meet with professors and administration on-site. Customer Success Representatives typically spend 3-4 days per week on campus during busy sales and renewal months, and 1-2 days per week at other times. All applicants must be authorized to work in the United States and hold a valid driver's license.

Requirements

• Five plus years of consulting/customer success experience.
• Instructional Design experience in Higher Education.
• Instructional experience within Higher Education (professor, lecturer, or TA).
• Work experience in communications, marketing, sales, account management or customer success capacity.
• A Bachelor’s Degree required.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Ability to troubleshoot technology issues and support digital offerings.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• A valid driver's license.

Nice To Haves

• Advanced degree in education or educational technology preferred.
• Proven experience managing contract renewals or upsell pipeline, with successful record of account growth and retention is highly preferred.

Responsibilities

• Leveraging McGraw Hill’s existing customer base to grow digital users through account expansion including upselling and cross-selling.
• Take ownership of key performance indicators (KPIs) related to customer retention, renewal, and overall satisfaction, driving strategies to meet and exceed targets.
• Manage and optimize the sales pipeline using Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining.
• Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales.
• Building strong relationships with faculty and administrators – becoming their trusted advisor for higher education. course solutions and continuously identifying new opportunities to cultivate partnerships.
• Ensuring effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences.
• Partnering with commercial teams to help drive continued value of McGraw Hill products.
• Reviewing the customer journey, product usage, to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals.
• Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals.

Benefits

• An annual bonus plan is included as part of the compensation package.
• A full range of medical and/or other benefits.
• Opportunity to own your growth and develop in a culture of curiosity and innovation.
• Collaborative environment where everyone shares a passion for success.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees