Customer Success Representative, Inside

McGraw Hill LLC. • Chicago, IL

12d • Remote

About The Position

McGraw Hill’s Higher Education team provides digital platforms, personalized course materials, and learning supplements to support students’ academic and professional goals. The Inside Customer Success Representative supports college-level faculty and administrators with guidance, training, and resources to help them use McGraw Hill solutions successfully. The role aims to improve educational outcomes, student engagement, affordability, access, and equity while strengthening customer relationships, loyalty, and retention.

The representative partners with Sales and Customer Success colleagues to manage customer pipelines, track progress, increase digital product usage, and support customer growth opportunities. This is a remote, primarily work-from-home role, open ideally to candidates in the Eastern or Central Time Zone who are authorized to work for any U.S. employer. Travel of 5–10% throughout the year is required.

Requirements

• Bachelor’s degree.
• 1–2 years of experience in customer success or a similar role related to software implementation.
• Exceptional communication and presentation skills to train and support customers with varying levels of technical knowledge and confidence.
• Ability to excel in a remote setting, with strong communication, organization, and attention to detail.
• Positive attitude, purpose-driven spirit, and growth mindset.
• Authorization to work for any employer in the United States.

Nice To Haves

• Higher education experience.
• Instructional design, teaching, and/or coaching experience.
• Experience using Salesforce and Gainsight.

Responsibilities

• Develop and maintain in-depth knowledge of McGraw Hill Higher Education digital products, including Connect and SIMnet, as well as foundational learning science and instructional design concepts.
• Use 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, positioning them 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.
• Share customer feedback and ideas to help improve products and services.

Benefits

• An annual bonus plan may be provided as part of the compensation package.
• A full range of medical and/or other benefits may be provided, depending on the position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level