Customer Success Specialist (Washington DC) **McGraw Hill** 1 Positions ID: 5681 Posted On 06/12/2025 **Job Overview** Overview **Impact the Moment** When was the last time you experienced the impact of your work? Our Customer Success team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes. **How can you make an impact?** 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. 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. You will partner closely with the Sales Representatives and Customer Success team in the district to build and manage customer pipelines for sales, track progress through the sales pipeline, and grow digital usage. Your focus on delivering an exceptional customer experience to retain and increase revenue in partnership with sales is key to success in this role. Performance will be measured by key performance indicators (KPIs) related to customer retention, renewal rates, overall satisfaction levels, and a successful partnership with the sales team. **This role will require travel** (10-15% overnight dates throughout the year / daily travel throughout assigned district) to meet with professors and administration on-site. Customer Success Representatives spend 2-3 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 Washington DC, Maryland, or Northern VA. This position is open to applicants authorized to work for any employer within the United States.** **What you will be doing:** + Leveraging 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. + 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. + Must have experience in one of these four areas: + 5+ 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. **Must have the following:** + A Bachelor’s Degree, 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. **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 pay range for this position is between $62,000 - $85,000 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. Click here to learn more about our benefit offerings. McGraw Hill recruiters always use a “@mheducation.com” 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. 49221 Primary Contact 1702837431829 Jacqui Edwards , Phone Phone Phone Fax jacqui.edwards@mheducation.com Email True False True **Job Details** Categories Publishing/Printing Sales/Service Location Remote, Remote Job Type Employee Full/Part Full Time Company ID 695 Job REQ # 5681 \# Positions 1 Start Date 20250612 End Date 20250808 Featured Job TH Ad TH Comments **Similar Jobs** Digital Publishing Specialist Kendall Hunt Publishing Company Assistive Technology Specialist McGraw Hill Campus Talent Acquisition Specialist Cottingham & Butler/ SISCO Contract and Vendor Relations Specialist Kwik Stop Retail Customer Service Kwik Stop **Share this Job** McGraw Hill **About the Company** At McGraw Hill, we believe that our contribution to unlocking a brighter future lies within the application of our deep understanding of how learning happens and how the mind develops. It exists where the science of learning meets the art of teaching. Educators have been and always will be at the core of the learning experience. The solutions we develop help educators impart their knowledge to students more efficiently. We believe that harnessing technology can enhance learning inside and outside of the classroom and deepen the connections between students and teachers to empower greater success. By partnering with educators around the globe, our learning engineers, content developers and pedagogical experts are developing increasingly open learning ecosystems that are proven to improve pass rates, elevate grades and increase engagement for each individual learner while improving outcomes for all. Why? Because learning changes everything. http://www.mheducation.com/careers (https://careers.mheducation.com/)