Enterprise Customer Success Representative (Northwest)

Location: Colorado, United States

Department: Sales

Work Mode: Remote

About the Role

Impact the Moment at McGraw Hill. When was the last time you experienced the true impact of your work? Our Higher Ed team thrives on building meaningful relationships with educators and learners, offering the unique opportunity to transform lives worldwide. We're seeking an Enterprise Customer Success Representative (Northwest) 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 covering the Northwest territory (states: NE, SD, IA, CO, UT, WA, AK, HI, OR, ID, WI, IL, KS, WY, MT), working closely with internal teams, sales partners, and customers to drive adoption, retention, and growth. This remote role requires U.S. residency and up to 25% travel. As a trusted advisor, you'll lead enterprise customers through the lifecycle, ensuring strong adoption and engagement while acting as their voice to capture feedback and deliver solutions. Leverage tools like Salesforce, Gainsight, and SalesLoft to monitor health scores, automate workflows, and track KPIs such as retention, growth, active engagements, at-risk percentages, satisfaction, and expansion. Collaborate seamlessly on onboarding, implementations, renewals, and expansions, fostering relationships with senior administrators in Higher Ed. McGraw Hill's culture of curiosity and innovation empowers you to own your growth in a collaborative environment passionate about education technology success. The base pay range is $75,000-82,000 annually, plus sales incentives and comprehensive benefits. Join us to inspire learners globally—candidates must reside in eligible states and be U.S.-based. McGraw Hill recruiters use @mheducation.com emails only.

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
• Join a high-performing Customer Success team to deliver exceptional results
• Build meaningful relationships with educators, learners, and senior institutional administrators
• Support colleges and institutions in achieving their goals and outcomes with McGraw Hill platforms and products
• Work closely with internal teams, sales partners, and customers to drive adoption, retention, and growth
• Monitor and improve key metrics including retention rates, growth rates, active engagements, customer health scores, at-risk customer percentage, customer satisfaction, and expansion

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: NE, SD, IA, CO, UT, WA, AK, HI, OR, ID, WI, IL, KS, WY, MT
• 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 a fast-changing environment with ambiguity

Required Skills

• Customer success in EdTech or Enterprise space
• Salesforce proficiency
• Gainsight expertise
• SalesLoft usage
• Strong verbal communication
• Strong written communication
• Strategic planning
• Project management
• Analytical mindset
• Process-oriented approach
• Relationship building
• Self-starter
• Team player
• Multitasking
• Effective prioritization
• Comfortable in ambiguity
• Flexible and adaptable
• Quota attainment

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 personal growth
• Collaborative environment with passion for success
• Opportunities to impact learners around the world
• Professional development in education technology

McGraw Hill is an Equal Opportunity Employer.