Inside, Customer Success Representative

McGraw Hill LLC.•Chicago, IL

14h•Remote

About The Position

McGraw Hill’s Higher Education team is seeking an Inside Customer Success Representative to build relationships with educators and learners and help them achieve their goals. The representative serves as the primary customer contact throughout the customer lifecycle and acts as a trusted advisor to faculty at higher education institutions. The role focuses on understanding customer goals, challenges, and service needs to drive product adoption and retention. The representative partners with Sales Representatives and the Customer Success team to build and manage customer pipelines, track sales-cycle progress, and grow digital product usage. Performance is measured by key performance indicators that include customer retention, renewal rates, satisfaction, and collaboration with the sales team. This is a remote position open to applicants authorized to work for any employer within the United States.

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 confidence and expertise.
Ability to excel in a remote work environment, with strong communication, organization, and attention to detail.
Positive attitude, purpose-driven spirit, and growth mindset.

Nice To Haves

Higher education experience.
Instructional design, teaching, or coaching experience, especially in roles involving customer guidance and support.
Experience using Salesforce and Gainsight.

Responsibilities

Develop and maintain an in-depth understanding of McGraw Hill Higher Education digital products (Connect, SIMnet, GO!, and Sharpen) and their integration with Learning Management Systems.
Share best practices and apply fundamental learning science and instructional design concepts to improve customer outcomes.
Use Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
Collaborate with Sales and Customer Success colleagues to assess customer needs, create implementation plans, and use company resources to retain customers and drive new business opportunities.
Oversee implementation for new and returning customers, positioning them to achieve improved outcomes and have an exceptional experience.
Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and support tailored to customer goals.
Respond promptly to customer inquiries and follow up after meetings to support seamless implementation of digital products.
Research and resolve customer issues in collaboration with implementation consultants, sales partners, product teams, and technical support staff.
Participate in team meetings, strategy calls, and professional development exercises to improve skills and contribute to team success.
Provide customer feedback and ideas to inform the development of McGraw Hill Higher Education products and services.