Customer Success Rep at McGraw Hill - Remote US — Columbus
Traveler-Friendly Insight
Timezone Constraints Are Real Here: This role explicitly targets candidates in the Eastern or Central Time Zone (UTC-5/UTC-6), which limits flexibility for nomads based in Asia, Europe, or the Pacific. Nomads in the Americas — whether in Mexico City, Medellín, or Montréal — would be well-positioned timezone-wise.
US Work Authorization Required: Candidates must be authorized to work for any US employer, which effectively limits this role to US citizens, green card holders, or those with valid US work visas. Digital nomad visas in Portugal, Costa Rica, or Thailand would not satisfy this requirement.
5–10% Travel Requirement: While primarily remote, there are occasional in-person obligations throughout the year — plan for 1–2 short trips. This is manageable but means you cannot be fully location-independent year-round.
Salary vs. Nomad Cost of Living:
- Lisbon, Portugal: ~$2,500/month comfortable living — but EU residency complicates US employment authorization.
- Medellín, Colombia: ~$1,500/month comfortable living — feasible if you hold US citizenship and stay within ET/CT hours.
- Bangkok, Thailand: ~$1,200/month — timezone gap (UTC+7) makes Eastern Time overlap nearly impossible for a customer-facing role.
In practice, this role suits US-based remote workers or nomads traveling within the Americas who can maintain ET/CT hours reliably.
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
Is this Customer Success Representative role fully remote?
What timezone do I need to be in for this role?
What is the salary range for this position?
Do I need prior higher education experience to apply?
Is experience with Salesforce and Gainsight required?
