Field Customer Success Representative (Ohio)

Location: Ohio, United States

Department: Sales

Work Mode: Remote

About the Role

McGraw Hill is seeking a Field Customer Success Representative to support our territory covering Northeast Ohio and Western Pennsylvania. Candidates must be located within this territory and authorized to work in the United States. Reporting to a Customer Success Manager in our Higher Education Sales Organization, you will own customer relationships as the primary point of contact throughout the customer lifecycle, acting as a trusted advisor to faculty at higher education institutions. Drive product adoption and retention by understanding unique customer goals, issues, and needs. This role requires 10-15% overnight travel and 60% daily travel, spending 3-4 days per week on campus during peak sales and renewal months, and 1-2 days otherwise. Leverage McGraw Hill’s innovative digital solutions to expand accounts through upselling and cross-selling, own KPIs for retention and satisfaction, and manage pipelines using Salesforce and Gainsight. Analyze data for insights, build lasting relationships with faculty and administrators, ensure effective implementation of our edtech platforms, and deliver compelling sales presentations. Partner with teams to maximize product value, review customer journeys consultatively, and prioritize tasks to exceed goals in our culture of curiosity and innovation. The ideal candidate brings 5+ years of customer success experience, higher ed instructional background, and a passion for education technology. Thrive in a collaborative, deadline-driven environment as a self-starter who excels at relationship-building and driving account growth. Join McGraw Hill to inspire learners worldwide with base pay of $55,000-$77,000 plus incentives and comprehensive benefits in our innovative culture.

Key Responsibilities

• Leverage McGraw Hill’s existing customer base to grow digital users through account expansion including upselling and cross-selling
• Take ownership of key performance indicators (KPIs) related to customer retention, renewal, and overall satisfaction, driving strategies to meet and exceed targets
• Manage and optimize the sales pipeline using Salesforce and Gainsight on a daily basis to manage sales pipeline, track customer stages, measure pipeline velocity, and perform data mining
• Analyze data and metrics to identify trends, insights, and areas for improvement, utilizing findings to inform actions and initiatives in partnership with sales
• Build strong relationships with faculty and administrators – becoming their trusted advisor for McGraw Hill higher education course solutions and continuously identifying new opportunities to cultivate partnerships
• Ensure effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences
• Partner with commercial teams to help drive continued value of McGraw Hill products
• Review the customer journey and product usage to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals
• Prioritize tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals
• Travel 10-15% overnight and 60% daily throughout Northeast Ohio and Western Pennsylvania territory to meet with professors and administration on-site

Required Qualifications

• Five plus years of consulting/customer success experience
• Instructional Design experience in Higher Education
• Instructional experience within Higher Education (professor, lecturer, or TA)
• Work experience in communications, marketing, sales, account management or customer success capacity
• Bachelor’s Degree
• Strong verbal and written communication skills
• Analytical and process-oriented mindset
• Ability to troubleshoot technology issues and support digital offerings

Preferred Qualifications

• Advanced degree in education or educational technology
• Proven experience managing contract renewals or upsell pipeline
• Successful record of account growth and retention

Required Skills

• Customer relationship management
• Salesforce proficiency
• Gainsight utilization
• Data analysis and metrics interpretation
• Strategic planning
• Project management
• Verbal and written communication
• Technology troubleshooting
• Digital product support
• Instructional design
• Consultative selling
• Account expansion and upsell/cross-sell
• Pipeline management
• Self-motivation and collaboration
• Multitasking in deadline-driven environments
• Relationship building
• Process-oriented thinking
• Team collaboration

Benefits

• Competitive base salary between $55,000 - $77,000 annually
• Annual sales incentive plan
• Full range of medical benefits
• Collaborative environment fostering curiosity and innovation
• Opportunities for professional growth and development
• Support for inspiring learners around the world as an education innovation company
• Comprehensive benefits package depending on position offered

McGraw Hill is an Equal Opportunity Employer.