Enterprise Customer Success Representative

Location: 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 worldwide and see the difference your hard work makes. We're seeking an Enterprise Customer Success Representative to support colleges and institutions, ensuring they achieve their goals with our innovative EdTech platforms. Reporting to the Enterprise Customer Success Manager, you'll join a new initiative, working remotely from within the United States (two openings: one with National Sales, one with Private Sector), collaborating with teams and customers to drive adoption, retention, and growth. Willingness to travel up to 25% is required. As an Enterprise Customer Success Representative, you'll serve as a trusted advisor, leading adoption and engagement while acting as the customer's voice to deliver solutions and feedback. Leverage tools like Salesforce, Gainsight, and SalesLoft for data-driven decisions, monitoring health scores and automating workflows. Coordinate seamless onboarding and support with internal teams, driving renewals, expansions, and high satisfaction. Success is measured by retention rates, customer health, engagement, low at-risk percentages, satisfaction scores, and expansion revenue in our education technology ecosystem. What You'll Bring: A Bachelor’s degree (advanced degree in education or EdTech preferred), 3+ years in customer success/sales/account management with Enterprise Higher Ed EdTech experience, and proficiency in CRM tools. Thrive in ambiguity with strong communication, strategic planning, project management, analytical skills, and a proven quota track record. Be a self-starting multitasker who builds relationships and adapts in our fast-paced environment. Join McGraw Hill's culture of curiosity and innovation, where you'll own your growth, inspire learners globally, and enjoy competitive pay ($75,000-$82,000 base + incentives), comprehensive benefits, and a collaborative team passionate about education success.

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
• 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
• Join a high-performing Customer Success team to deliver exceptional results
• Monitor and improve key metrics including customer health scores, retention rates, and expansion opportunities
• Collaborate with National Sales team or Private Sector team depending on assigned position

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
• Experience using CRM tools including Salesforce, Gainsight, and SalesLoft
• Permanently reside within the United States
• Willing to travel up to 25% of the time

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

Required Skills

• Customer success in EdTech or Enterprise space
• Salesforce proficiency
• Gainsight expertise
• SalesLoft usage
• Strong verbal communication
• Excellent written communication
• Strategic planning
• Project management
• Analytical mindset
• Process-oriented approach
• Quota attainment track record
• Strategy execution
• Relationship building
• Self-starter
• Team player
• Multitasking
• Effective prioritization
• Comfort in ambiguity
• Flexibility in fast-changing environments

Benefits

• Competitive base pay range of $75,000-$82,000 annually
• Annual sales incentive plan
• Full range of medical benefits
• Comprehensive benefits package tailored to the position
• Remote work flexibility from a home office in the United States
• Opportunities for professional growth in a culture of curiosity and innovation
• Collaborative environment with passion for education success
• Support for work-life balance with up to 25% travel

McGraw Hill is an Equal Opportunity Employer.