Customer Success Representative; Boston

Overview

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’re looking for a Field Customer Success Representative to support our territory that covers a defined territory that includes Boston, Rhode Island, and Albany (candidates must be located in the territory area to be considered). Reporting to a Customer Success Manager in our Higher Education Sales Organization, the Customer Success Representative will be responsible for owning customer relationships as the primary point of contact throughout the customer lifecycle.

How can you make an impact? As a Customer Success Representative, you will act as the trusted advisor to faculty at higher educational institutions. You will be responsible for understanding the customer’s unique goals, issues, and service needs to successfully drive product adoption and retention. The ideal candidate is a self‑motivated and collaborative individual who takes a relationship‑driven approach to their work.

This role will require travel (15-25% overnight dates throughout the year, and 60% daily travel throughout assigned district) to meet with professors and administration on‑site in the territory. Customer Success Representatives spend 3-4 days per week on campus during our busy sales and renewal months, and 1-2 days per week at other times of the year. Candidates must be located within and ready to travel in the territory to be considered;

this territory includes the Greater Boston area, Rhode Island, and Albany, New York. This territory may include some overnight travel for campus visits. All applicants must be authorized to work for any employer within the United States and hold a valid driver's license.

• Leveraging McGraw Hill’s existing customer base to grow digital usersthrough 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.
• Building strong relationships with faculty and administrators – becoming their trusted advisor for higher education. course solutions and continuously identifying new opportunities to cultivate partnerships.
• Ensuring effective implementation and proper use of McGraw Hill technologies, including delivering sales presentations to a variety of audiences.
• Partnering with commercial teams to help drive continued value of McGraw Hill products.
• Reviewing the customer journey, product usage, to identify next steps, taking a consultative approach in helping clients overcome issues and achieve goals.
• Prioritizing tasks and requests daily, weekly, and monthly to meet customer expectations and drive sales pipeline goals.

• 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.
• A Bachelor’s Degree required, advanced degree in education or educational technology preferred.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Ability to troubleshoot technology issues and support digital offerings.
• Comfortable working across multiple departments in a deadline‑driven environment.
• Active team player, self‑starter, and multitasker who can quickly adjust priorities.
• Proven experience managing contract renewals or upsell pipeline, with successful record of account growth and retention is highly preferred.
• A valid…