• Build and maintain strong, trusted relationships with key customers • Develop a deep understanding of your customers' business needs, objectives, and challenges • Proactively communicate with customers to assess satisfaction and address concerns • Develop and implement strategic account plans aligned with customers’ business objectives • Identify growth opportunities within existing accounts and propose solutions • Work closely with customers to understand their future needs and align offerings accordingly • Coordinate improvement workstreams with cross-functional teams, including sales, marketing, and product development, to meet and exceed customer expectations • Provide feedback to internal teams based on customer insights to continuously improve products and services • Meet and exceed sales targets within assigned accounts • Upsell additional products or services to existing customers • Identify new business opportunities within existing accounts • Negotiate and renew contracts with customers, ensuring terms are favorable for both parties • Draft and review proposals, agreements, and other contractual documents • Address and resolve customer issues in a timely and satisfactory manner • Collaborate with cross-functional teams to troubleshoot and resolve customer concerns • Continuously assess and improve customer success processes and workflows • Stay informed about industry trends, market conditions, and competitor activities • Use market knowledge to identify opportunities and threats for the company • Continuously learn and build expertise across our products, services and assigned customers.

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 are currently seeking an Inside Customer Success Representative to join our Higher Ed team. As a Customer Success Representative, you'll have the unique opportunity to build meaningful relationships with educators and learners, helping them achieve their goals. Your hard work will directly touch lives across the world, allowing you to see the difference you make every day. How can you make an impact? The Customer Success Representative will serve as the primary point of contact for customers throughout their lifecycle. Acting as a trusted advisor to faculty at higher educational institutions, you will work to understand each customer’s unique goals, challenges, and service needs to drive product adoption and retention. The ideal candidate is self-motivated, collaborative, and takes a relationship-driven approach to their work. You will partner closely with Sales Representatives and the Customer Success team to build and manage customer pipelines, track progress through the sales cycle, and grow digital product usage. Your focus on delivering exceptional customer experience will be key to retaining customers, increasing revenue, and achieving shared goals with the sales team. Success in this role will be measured by key performance indicators (KPIs), including customer retention, renewal rates, satisfaction levels, and effective collaboration with the sales team. This is a remote position open to applicants authorized to work for any employer within the United States. This position supports a territory of customers in North Texas and we are seeking candidates that reside in the greater Dallas or Austin area. What would you be doing? - Develop and maintain an in-depth understanding of McGraw Hill Higher Education's digital products (Connect, SIMnet, GO!, Sharpen) and their integration with Learning Management Systems to support faculty and students effectively. - Share best practices and apply fundamental concepts of learning science and instructional design to enhance customer outcomes. - Utilize Salesforce and Gainsight daily to manage customer pipelines, track progress, measure pipeline velocity, and monitor customer engagements. - Collaborate with Sales and Customer Success team members to assess customer needs, create implementation plans, and leverage McGraw Hill's resources to retain customers and drive new business opportunities. - Oversee implementation processes for new and returning customers, ensuring they are positioned to achieve improved outcomes and enjoy an exceptional experience. - Conduct one-on-one and group meetings via Zoom to provide consultative guidance, training, and tailored support based on customer goals. - Respond promptly to customer inquiries and follow up on meetings to ensure seamless implementation of digital products. - Troubleshoot and resolve customer issues by researching solutions and collaborating with implementation consultants, sales partners, product teams, and technical support staff. - Actively participate in team meetings, strategy calls, and professional development exercises to continuously improve your skills and contribute to team success. - Provide valuable customer feedback and innovative ideas to inform the ongoing evolution of McGraw Hill Higher Education's products and services. We’re looking for someone with: - Bachelor's degree required. - 1-2 years of experience in customer success or a similar role related to software implementation (higher education experience preferred but not required). - Exceptional communication and presentation skills to effectively train and support customers with varying levels of technical confidence and expertise. - Proven ability to excel in a remote work environment, demonstrating strong communication, organization, and attention to detail. - A positive attitude, purpose-driven spirit, and a growth mindset for embracing challenges and driving success. - Instructional design, teaching, or coaching experience is a plus, especially in roles requiring customer guidance and support. - Experience using Salesforce and Gainsight is preferred. 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 $59,000 - $66,000 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, "@careers.mheducation.com" 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. 50471

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a proactive and empathetic Customer Success Manager (CSM), Certiport to ensure the success of our K – 12 school district customers throughout their journey with Certiport. The CSM will be responsible for guiding new customers through our onboarding process and ensuring that clients are achieving their goals throughout their customer journey. As a CSM, you will work cross-functionally with Sales, Sales Operations, Product, and Support teams to deliver a high-impact customer experience. This role is ideal for someone passionate about education and technology who excels in client engagement, cross-functional coordination, and continuous improvement. You will be a trusted partner to our clients—helping them unlock value, navigate change, and realize success from day one. Key Responsibilities - Lead and execute the end-to-end onboarding process for new school districts. - Set clear expectations, timelines, and deliverables with customers to ensure a smooth rollout of the Certiport platform and products to ensure customer goals are met. - Develop and manage structured success plans that support customers at each phase of their lifecycle. - Serve as the primary point of contact post-sale, leading onboarding and implementation while ensuring customers are set up for success throughout their journey. - Act as the voice of the customer with internal teams. - Monitor usage patterns, satisfaction metrics, and engagement signals to proactively address risks, provide first-line technical support, and ensure successful outcomes. - Partner with Sales to support renewals, expansions, and account growth. Qualifications - Bachelor’s degree in Education, Business, or related field required. - 3–5 years of experience in customer success, client services, or account management—preferably in the EdTech, SaaS, or education sectors. - Experience supporting K–12, higher education, or corporate learning environments a plus. Skills & Attributes - Exceptional communication and interpersonal skills with a strong client-first mentality. - Demonstrated ability to manage multiple projects and customer relationships simultaneously. - High proficiency in CRM and customer success platforms (e.g., Salesforce). - Comfort with technology platforms and willingness to learn new tools quickly. - A proactive, problem-solving mindset and the ability to manage multiple priorities with composure. - Technologically fluent and quick to learn new platforms and systems. - A curious and positive intent mindset with an eagerness to explore, learn, and understand. Compensation Compensation at Pearson is influenced by factors including skill set, experience, and location. The full-time salary range for this role is $55,000 - $70,000 annually. This position is eligible for Pearson’s annual incentive program. Application Information Applications will be accepted through March 31, 2026. This window may be extended depending on business needs.

• Own the end-to-end customer relationship, from onboarding through renewal • Conduct onboarding and training sessions to ensure a successful rollout of the Vectra platform • Establish trusted advisor relationships with key customer stakeholders (e.g., CISO, SOC, IT leads) • Develop and execute Success Plans tailored to each customer’s business objectives • Conduct Executive Business Reviews (EBRs) and share insights from usage data, KPIs, and feedback • Monitor and improve customer health through proactive engagement and best practices • Drive deep integration of Vectra into customer workflows and technical ecosystems • Identify, assess, and mitigate renewal risks; lead renewal and get-well planning • Identify upsell and cross-sell opportunities and collaborate with sales on expansion strategy • Act as the voice of the customer internally, advocating feedback to product, engineering, and leadership • Collaborate closely with Support, Product, and Engineering teams to solve problems and enhance product value • Stay current on cybersecurity trends and apply them to customer strategies • Travel approximately 25%