Customer Success Representative, Field

McGraw Hill LLC.•UNAVAILABLE, NE

3d•Remote

About The Position

McGraw Hill’s Higher Education team is hiring a remote Customer Success Representative to promote customer success by providing guidance, training, and support to college-level faculty and administrators using McGraw Hill solutions. The role focuses on improving educational outcomes and building customer relationships that support loyalty, retention, and growth. The representative partners with district Sales Representatives to develop and manage customer sales pipelines, track progress, and increase digital product usage. This is primarily a work-from-home position in a territory covering accounts in Nebraska and parts of South Dakota. The representative must live within the territory, be authorized to work for any employer in the United States, and hold a valid driver’s license. Travel is required to meet with professors and administrators on campus. Campus visits are typically 3–4 days per week during busy sales and renewal months and 1–2 days per week at other times of the year; the posting also describes travel as up to 25% and references local account travel of 5–10%. The position pays $60,000–$65,000 annually, plus a sales incentive plan. An annual bonus plan and medical and/or other benefits are also included, depending on the position offered. Base pay may vary based on job-related knowledge, skills, experience, and location.

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 work effectively in a remote setting, with strong communication, organization, and attention to detail.
Willingness to travel to local accounts and meet with key decision makers.
Must be located within the Nebraska and parts of South Dakota territory.
Must be authorized to work for any employer in the United States.
Must hold a valid driver’s license.
Positive attitude, purpose-driven spirit, and growth mindset.

Nice To Haves

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

Responsibilities

Develop, maintain, and explain in-depth knowledge of McGraw Hill Higher Education digital products, including Connect, SIMnet, GO!, and Sharpen, and their integration with school Learning Management Systems.
Share best practices and maintain working knowledge of learning science and instructional design concepts.
Use Salesforce and Gainsight daily to manage sales pipelines, track customer stages, measure pipeline velocity, and record customer engagements.
Partner with Sales and Customer Success colleagues to assess customer needs, develop implementation plans, and use company support to retain existing customers and win new business.
Oversee implementation processes for new and returning customers to help them 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.
Follow up promptly after meetings and respond to customer inquiries about implementing digital products.
Resolve customer issues through troubleshooting, research, and collaboration with implementation consultants, sales partners, product teams, and technical support staff.
Participate in team meetings, strategy calls, and learning and development exercises.
Share customer feedback and generate ideas to inform product and service updates and enhancements.
Travel to accounts and meet with faculty and administrators on-site, including delivering in-person training when required.