Customer Success Career at McGraw Hill - EdTech CSR in Columbus
Career & Market Insight
Entry-Level with Strong Growth Trajectory: Requiring only 1–2 years of experience, this role is ideal for early-career professionals looking to break into EdTech or formalize a customer success career. The exposure to Salesforce and Gainsight — two of the most sought-after CS platforms — adds durable, marketable skills.
Compensation vs. Market: At $60,000–$70,000 annually, this is slightly below average for Customer Success roles at established companies (Glassdoor benchmarks put CSR salaries at $65,000–$85,000 for 1–3 years experience). The annual bonus partially offsets this, but candidates with 2+ years experience should negotiate toward the top of the range.
Skills You'll Build:
- CRM proficiency (Salesforce, Gainsight) — highly transferable across SaaS industries
- Consultative selling and customer onboarding — foundational for CS leadership roles
- Learning science and instructional design — niche but valuable in the growing EdTech sector
- Pipeline management and data analysis — opens doors to CS Ops and Revenue Ops paths
Culture Signals: McGraw Hill is a mature, established education company — expect structured processes, clear role definitions, and stability rather than startup-style ambiguity. The emphasis on "purpose-driven" work and improving equity in education suggests a mission-oriented culture.
Green Flags: Remote-first, reputable brand, meaningful mission, strong tool stack. Watch for: Compensation is on the lower end; upward mobility should be clarified during interviews.
Headquarters: Chicago, Illinois, United States
URL: https://careers.mheducation.com
Build the Future
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 and professional careers.
How can you make an impact?
This remote Inside Customer Success Representative will support college-level faculty and administrators by providing guidance, training, and resources to help them successfully use our solutions. The role focuses on improving educational outcomes, student engagement, affordability, access, and equity while building strong customer relationships that drive loyalty and retention. The CSR will partner closely with Sales and other Customer Success team members to manage customer pipelines and track progress. This role will also focus on increasing digital product usage and supporting opportunities for customer growth.
This is a remote role open to candidates residing ideally in the Eastern or Central Time Zone. Candidates should be authorized to work for any employer in the United States. There is a requirement for 5–10% travel throughout the year.
What would you be doing?
- Develop and maintain in-depth knowledge of McGraw Hill Higher Education's digital products, including Connect and SIMnet, as well as foundational learning science and instructional design concepts.
- Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data.
- Partner with Sales and Customer Success teams to assess customer needs, develop implementation plans, and support retention and new business opportunities.
- Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and a positive experience.
- Conduct one-on-one and group Zoom meetings to provide consultative guidance, training, and support tailored to customer needs and goals.
- Provide timely follow-up and resolve customer issues through troubleshooting, research, and collaboration with internal teams, including Sales, Product, Implementation, and Technical Support.
- Participate in team meetings, strategy sessions, and professional development while sharing customer feedback and ideas to help improve products and services.
We're looking for someone with:
- Bachelor's Degree.
- 1–2 years experience in customer success or a similar role related to software implementation (higher education experience highly preferred).
- Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical acumen and confidence.
- Ability to excel in a remote setting — this is primarily a work-from-home position that requires a high level of communication, organization, and attention to detail.
- Positive attitude, purpose-driven spirit, and growth mindset for embracing challenges.
- Instructional design, teaching, and/or coaching experience also a plus.
- Experience using Salesforce and Gainsight is preferred.
Why work for us?
The work you do at McGraw Hill will be work that matters. As the leading education partner for millions of educators, learners, and professionals, we are expanding the possibilities of content and technology to make learning better in a connected world. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
The pay range for this position is between $60,000–$70,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. An annual bonus plan may be provided 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" or "@careers.mheducation.com" email address and/or communications 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.
To apply: https://weworkremotely.com/remote-jobs/mcgraw-hill-llc-customer-success-representative-inside
Frequently Asked Questions
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Is experience with Salesforce and Gainsight required?
