Enterprise Customer Success Representative (Northeast)

Location: New Jersey, United States

Department: Sales

Work Mode: Remote

About the Role

Impact the Moment at McGraw Hill. When was the last time you experienced the impact of your work? Our Higher Ed team thrives on building meaningful relationships with educators and learners, offering the unique opportunity to impact lives across the world. We're looking for an Enterprise Customer Success Representative (Northeast) to support colleges and institutions in achieving their goals with our innovative EdTech platforms. Reporting to the Enterprise Customer Success Manager, you'll join a new initiative in a high-performing team, working closely with internal partners, sales teams, and customers to drive adoption, retention, and growth across the Northeast territory. This remote role requires permanent U.S. residency in MA, NH, VT, CT, RI, NY, NJ, DE, MD, VA, or Washington, D.C., with up to 25% travel. As a trusted advisor, you'll serve enterprise customers throughout their lifecycle, acting as their voice by capturing feedback, resolving challenges, and delivering solutions that enhance outcomes. Leverage tools like Salesforce, Gainsight, and Salesloft to monitor health scores, automate workflows, and track progress. Collaborate seamlessly on onboarding, implementations, consultations, and support, while driving renewals, expansions, and high satisfaction. Success is measured by retention rates, growth, active engagements, customer health, low at-risk percentages, satisfaction scores, and expansion revenue in the fast-evolving world of education technology. Bring your expertise in Higher Ed EdTech with 3+ years in customer success or account management, enterprise experience, and CRM proficiency. Thrive in ambiguity with strong communication, analytical, project management, and relationship-building skills as a self-starting multitasker. At McGraw Hill, our culture of curiosity and innovation empowers you to own your growth in a collaborative environment passionate about inspiring learners globally. Base pay ranges from $75,000-82,000 plus incentives and comprehensive benefits.

Key Responsibilities

• Serve as a trusted advisor to enterprise customers, ensuring strong adoption, retention, and engagement throughout the customer lifecycle
• Act as the voice of the customer, capturing feedback, identifying challenges, and delivering timely solutions to improve customer outcomes
• Document and leverage Salesforce, Gainsight, Salesloft and other tools to monitor customer health, automate workflows, and track progress against goals
• Coordinate with internal teams to ensure seamless onboarding, implementation, customer consultation and ongoing support for enterprise customers
• Drive renewal and expansion efforts, actively creating new customer handoffs across customer organizations while maintaining high customer satisfaction scores
• Build meaningful relationships with educators and senior administrators at colleges and institutions
• Support institutions in achieving their goals and outcomes with McGraw Hill platforms and products
• Work closely with sales partners and internal teams to drive adoption, retention, and growth in the Northeast territory
• Monitor and improve key metrics including customer health scores, retention rates, and expansion opportunities
• Join a high-performing Customer Success team to deliver exceptional results

Required Qualifications

• Bachelor’s degree required
• 3+ years of professional experience in customer success, sales, or account management
• Experience working with Enterprise-level accounts in Higher Education EdTech is required
• Experience supporting enterprise-level customers and using CRM tools including Salesforce, Gainsight and SalesLoft
• Permanently reside within the United States
• Reside within one of the following states: MA, NH, VT, CT, RI, NY, NJ, DE, MD, VA, Washington, D.C.
• Willing to travel up to 25 percent of the time during the year

Preferred Qualifications

• Advanced degree in education or educational technology
• Customer Success team experience within the Institutional EdTech or Enterprise space
• Demonstrable experience working up the institutional value chain with senior administrators on implementations, expansions, and renewals
• Proven track record of quota attainment and strategy execution
• Experience in Higher Education with colleges and institutions

Required Skills

• Customer success in EdTech or Enterprise space
• Salesforce proficiency
• Gainsight expertise
• Salesloft usage
• Strong verbal and written communication
• Strategic planning
• Project management
• Analytical mindset
• Process-oriented approach
• Relationship building with internal teams and customers
• Self-starter capabilities
• Team player orientation
• Multitasking and prioritization
• Working in ambiguity
• Flexibility and adaptability
• Quota attainment
• Strategy execution
• Data-driven decision making

Benefits

• Competitive base pay range of $75,000-82,000 annually
• Annual sales incentive plan
• Full range of medical benefits
• Comprehensive benefits package depending on position
• Culture of curiosity and innovation supporting professional growth
• Collaborative environment with passion for success
• Opportunities to own your growth and develop with McGraw Hill
• Support for impacting lives of educators and learners worldwide

McGraw Hill is an Equal Opportunity Employer.