Enterprise Customer Success Representative (South Central)

Location: Texas, 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 through innovative education technology. We're seeking an Enterprise Customer Success Representative (South Central) to support colleges and institutions in achieving their goals with our cutting-edge platforms and products. Reporting to the Enterprise Customer Success Manager, you'll join a new initiative in a high-performing team, collaborating with internal partners, sales teams, and customers to drive adoption, retention, and growth across TX, OK, AL, AR, MS, TN, or LA. This remote role requires U.S. residency in one of these states and up to 25% travel. As a trusted advisor, you'll lead strategic partnerships with enterprise customers, ensuring seamless onboarding, strong engagement, and exceptional outcomes throughout the lifecycle. Act as the voice of the customer by capturing feedback, resolving challenges, and leveraging data-driven tools like Salesforce, Gainsight, and Salesloft to monitor health scores, automate workflows, and track progress. Drive renewals, expansions, and new handoffs while coordinating with cross-functional teams for implementations and support. Success is measured by retention rates, growth, active engagements, customer satisfaction, and low at-risk percentages in this dynamic EdTech environment. Bring your expertise in Higher Ed enterprise accounts, CRM tools, and institutional value chain navigation to McGraw Hill's culture of curiosity and innovation. With a Bachelor's degree (advanced degree in education or EdTech preferred) and 3+ years in customer success or account management, thrive in ambiguity as a self-starter who excels in communication, analysis, and relationship-building. Base pay ranges from $75,000-82,000 plus incentives and comprehensive benefits. Join us to own your growth, inspire learners, and shape the future of education technology.

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
• 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 in the South Central territory

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: TX, OK, AL, AR, MS, TN, or LA
• Willing to travel up to 25 percent of the time during the year

Preferred Qualifications

• Advanced degree in education or educational technology preferred
• Customer Success team experience within the Institutional EdTech or Enterprise space
• Demonstrable experience working up the institutional value chain with senior administration 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 Institutional EdTech or Enterprise space
• Account management with senior administration
• 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

Benefits

• Competitive base pay range of $75,000-82,000 annually
• Annual sales incentive plan as part of compensation package
• 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 success in education technology
• Opportunities to impact learners and educators worldwide
• Professional development in a fast-changing EdTech landscape

McGraw Hill is an Equal Opportunity Employer.