Inside Customer Success Representative (Texas)

About the position Impact the Moment McGraw Hill's Higher Education team delivers powerful platforms, highly personalized course materials, and effective learning supplements to help students achieve their goals at every stage of their academic journey. We are currently seeking an Inside Customer Success Representative to join our Higher Ed team. As a Customer Success Representative, you'll have the unique opportunity to build meaningful relationships with educators and learners, helping them achieve their goals. Your hard work will directly touch lives across the world, allowing you to see the difference you make every day. How can you make an impact? The Customer Success Representative will serve as the primary point of contact for customers throughout their lifecycle. Acting as a trusted advisor to faculty at higher educational institutions, you will work to understand each customer’s unique goals, challenges, and service needs to drive product adoption and retention. The ideal candidate is self-motivated, collaborative, and takes a relationship-driven approach to their work. You will partner closely with Sales Representatives and the Customer Success team to build and manage customer pipelines, track progress through the sales cycle, and grow digital product usage. Your focus on delivering exceptional customer experience will be key to retaining customers, increasing revenue, and achieving shared goals with the sales team. Success in this role will be measured by key performance indicators (KPIs), including customer retention, renewal rates, satisfaction levels, and effective collaboration with the sales team. This is a remote position open to applicants authorized to work for any employer within the United States. This position supports a territory of customers in North Texas and we are seeking candidates that reside in the greater Dallas or Austin area.

Responsibilities

• Develop and maintain an in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and their integration with Learning Management Systems to support faculty and students effectively.
• Share best practices and apply fundamental concepts of learning science and instructional design to enhance customer outcomes.
• Utilize Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements.
• Collaborate with Sales and Customer Success team members to assess customer needs, create implementation plans, and leverage McGraw Hill's resources to retain customers and drive new business opportunities.
• Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and enjoy an exceptional experience.
• Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and tailored support based on customer goals.
• Respond promptly to customer inquiries and follow up on meetings to ensure seamless implementation of digital products.
• Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff.
• Actively participate in team meetings, strategy calls, and professional development exercises to continuously improve your skills and contribute to team success.
• Provide valuable customer feedback and innovative ideas to inform the ongoing evolution of McGraw Hill Higher Education's products and services.

Requirements

• Bachelor's degree required.
• 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required).
• Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical confidence and expertise.
• Proven ability to excel in a remote work environment, demonstrating strong communication, organization, and attention to detail.
• A positive attitude, purpose-driven spirit, and a growth mindset for embracing challenges and driving success.

Nice-to-haves

• Instructional design, teaching, or coaching experience is a plus, especially in roles requiring customer guidance and support.
• Experience using Salesforce and Gainsight is preferred.

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