Enterprise Customer Success Representative; Northeast

Enterprise Customer Success Representative (Northeast)

McGraw Hill is hiring an Enterprise Customer Success Representative to support colleges and institutions in the Northeast region. This role focuses on ensuring institutions achieve their goals and outcomes with our platforms and products. The ideal candidate has customer success experience within the Institutional EdTech or Enterprise space, working with senior administration at the institutional level.

Overview

We’re looking for an Enterprise Customer Success Representative to support colleges and institutions. This role is critical in ensuring institutions achieve their goals and outcomes with our platforms and products. The ideal candidate has Customer Success team experience within the Institutional EdTech or Enterprise space, working with senior administration at the institutional level. Specifically, we are seeking demonstrable experience working up the institutional value chain and working with administrators on implementations, expansions, and renewals.

Reporting to the Enterprise Customer Success Manager, you will be part of a new initiative, working closely with internal teams, sales partners, and customers to drive adoption, retention, and growth. This position covers a territory across the Northeast part of the United States. Candidates must permanently reside within the United States to be considered for the role and willing to travel up to 25 percent of the time during the year.

Locations and eligibility

Candidates must reside within one of the following states to be eligible: NH, VT, CT, RI, NY, NJ, DE, MD, VA, Washington, D.C.

Your Impact

How You’ll Make An Impact

As an Enterprise Customer Success Representative, you will:

• Lead and inspire:
  Join a high-performing Customer Success team of representatives who consistently deliver exceptional results.
• Strategic partnership:
  Serve as a trusted advisor to enterprise customers, ensuring strong adoption, retention, and engagement throughout the customer lifecycle.
• Customer advocacy:
  Act as the voice of the customer, capturing feedback, identifying challenges, and delivering timely solutions to improve outcomes.
• Data-driven decisions:
  Document and leverage Salesforce, Gainsight, Salesloft, and other tools to monitor customer health, automate workflows, and track progress against goals.
• Collaboration:
  
  Coordinate with internal teams to ensure seamless onboarding, implementation, customer consultation, and ongoing support for enterprise customers.
• Growth and retention:
  Drive renewal and expansion efforts, proactively creating new handoffs across customer organizations while maintaining high customer satisfaction.

Your Goals and KPIs

As an Enterprise Customer Success Representative, your success will be measured by:

• Customer goals and outcomes, especially retention and growth rates
• Active customer engagements
• Average customer health score
• At-risk customer percentage
• Customer satisfaction
• Expansion

What You’ll Bring

Education & Experience:

• Bachelor’s degree required; advanced degree in education or educational technology preferred.
• 3+ years of professional experience in customer success, sales, or account management. Experience working with Enterprise-level accounts in EdTech is preferred.
• Experience supporting enterprise-level customers and using CRM tools including Salesforce, Gainsight, and Sales Loft.

Skills & Mindset:

• Comfortable working in ambiguity, being flexible and adapting processes in a fast-changing environment.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset with a proven track record of quota attainment and strategy execution.
• Ability to build strong relationships with internal teams and customers.
• Self-starter, team player, and multitasker who can prioritize effectively.

Why Work with Us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do. As an education innovation company, we’re proud to play our part by inspiring learners around the world. If you bring your curiosity, we’ll help you grow in a collaborative environment where everyone shares a passion for success.

The base pay range for this position is between $75, annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual sales incentive plan is included as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.

McGraw Hill recruiters always use a “” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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