Customer Success Representative

Location: Texas, United States

Department: Sales

Work Mode: Remote

About the Role

Impact the Moment at McGraw Hill. We’re seeking a Field Customer Success Representative to support our Houston, Texas territory (candidates must be located in the territory). Reporting to a Customer Success Manager in our Higher Education Sales Organization, you’ll own customer relationships as the primary point of contact throughout the lifecycle. As a trusted advisor to faculty at higher education institutions, you’ll understand unique goals, issues, and needs to drive product adoption and retention. This self-motivated, collaborative role requires 10-15% overnight travel and 60% daily travel within the district, spending 3-4 days weekly on campus during peak periods and 1-2 days otherwise. Leverage McGraw Hill’s customer base to expand digital usage through upselling and cross-selling, own KPIs for retention and satisfaction, and manage pipelines in Salesforce and Gainsight. Analyze data for insights, build faculty relationships, ensure technology implementation, and partner with teams to maximize product value. Take a consultative approach to review journeys, resolve issues, and prioritize tasks to exceed goals in our innovative education technology environment. Join McGraw Hill’s culture of curiosity and innovation, where you’ll own your growth while inspiring learners worldwide. We offer a $71,300-$74,700 base salary, sales incentives, medical benefits, and more. McGraw Hill recruiters use @mheducation.com emails only.

Key Responsibilities

• Leverage McGraw Hill’s existing customer base to grow digital users through account expansion, upselling, and cross-selling
• Own key performance indicators (KPIs) related to customer retention, renewal, and satisfaction, driving strategies to meet and exceed targets
• Manage and optimize the sales pipeline using Salesforce and Gainsight daily to track customer stages, measure pipeline velocity, and perform data mining
• Analyze data and metrics to identify trends, insights, and areas for improvement, partnering with sales teams
• Build strong relationships with faculty and administrators as a trusted advisor for McGraw Hill higher education course solutions
• Ensure effective implementation and proper use of McGraw Hill technologies, delivering sales presentations to diverse audiences
• Partner with commercial teams to drive continued value of McGraw Hill products
• Review customer journey and product usage to identify next steps, taking a consultative approach to overcome issues and achieve goals
• Prioritize tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals

Required Qualifications

• 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
• Bachelor’s Degree
• Located within the Houston, Texas territory and authorized to work in the United States
• Ability to travel 10-15% overnight and 60% daily within assigned district

Preferred Qualifications

• Advanced degree in education or educational technology
• Proven experience managing contract renewals or upsell pipeline
• Successful record of account growth and retention

Required Skills

• Strong verbal and written communication
• Strategic planning
• Project management
• Analytical mindset
• Process-oriented approach
• Technology troubleshooting
• Support for digital offerings
• Cross-departmental collaboration
• Deadline-driven multitasking
• Self-starter and active team player
• Relationship-building
• Consultative sales approach
• Data analysis and metrics utilization
• Salesforce proficiency
• Gainsight proficiency
• Instructional design knowledge
• Higher education domain expertise

Benefits

• Competitive base salary range of $71,300 - $74,700 annually
• Annual sales incentive plan
• Full range of medical benefits
• Comprehensive benefits package tailored to the position
• Culture of curiosity and innovation supporting professional growth
• Collaborative environment with passion for educational success
• Opportunities to develop in an education innovation company
• Support for inspiring learners around the world

McGraw Hill is an Equal Opportunity Employer.