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Customer Success Representative (New York)

February 19, 2026

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 in New York state (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 Central New York state, upstate New York, and New York City. This territory would require overnight travel in upstate New York and New York City. All applicants must be authorized to work for any employer within the United States and hold a valid driver's license.

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.

A successful candidate will have:

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 driver's license.

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 $70,000 - $85,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus 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”, "@careers.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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...