Enterprise Customer Success Representative (Southwest)

Location: Arizona, 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. We're seeking an Enterprise Customer Success Representative (Southwest) to support colleges and institutions in achieving their goals with our innovative platforms and products. Reporting to the Enterprise Customer Success Manager, you'll join a new initiative covering the Southwest territory (NV, NM, CA, AZ), working closely with internal teams, sales partners, and customers to drive adoption, retention, and growth. Candidates must reside in the specified states, be US-based, and willing to travel up to 25%. As a key player in our high-performing Customer Success team, you'll serve as a trusted advisor to enterprise customers, ensuring strong adoption, retention, and engagement. Act as the voice of the customer by capturing feedback, solving challenges, and leveraging tools like Salesforce, Gainsight, and SalesLoft for data-driven decisions. Collaborate on seamless onboarding, implementations, consultations, and support, while driving renewals, expansions, and high satisfaction scores. Success is measured by customer outcomes, retention rates, health scores, engagement, low at-risk percentages, satisfaction, and expansion. Bring your Bachelor's degree (advanced degree in education or EdTech preferred), 3+ years in customer success/sales/account management with Higher Ed EdTech enterprise experience, and CRM proficiency. Thrive in ambiguity with strong communication, strategic planning, project management, analytical skills, and relationship-building as a self-starting multitasker. Join McGraw Hill's culture of curiosity and innovation, where you'll own your growth in a collaborative environment passionate about inspiring learners globally. Base pay $75,000-82,000 plus incentives and full 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
• Work closely with internal teams, sales partners, and customers to drive adoption, retention, and growth
• Monitor and improve customer health scores, retention rates, and expansion opportunities
• Support institutional goals and outcomes with McGraw Hill platforms and products
• Engage in active customer engagements to minimize at-risk customers

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: NV, NM, CA, AZ
• 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 experience in EdTech
• Enterprise account management
• Salesforce proficiency
• Gainsight expertise
• SalesLoft usage
• Strong verbal communication
• Excellent written communication
• Strategic planning
• Project management
• Analytical mindset
• Process-oriented approach
• Relationship building
• Self-starter
• Team player
• Multitasker
• Effective prioritization
• Comfortable in ambiguity
• Flexible and adaptable

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
• Opportunities for professional growth and development
• Collaborative environment with passion for success
• Support for owning your growth in education technology

McGraw Hill is an Equal Opportunity Employer.