Role Description As a Customer Success Consultant, you will play a critical role in ensuring our customers achieve success with our digital platforms. Acting as a trusted partner, you will support institutions through both pre-sales and post-sales stages, helping them maximize value, engagement, and learning outcomes. You will empower educators and institutions to effectively adopt and use digital learning tools. By delivering exceptional support, leveraging data insights, and driving engagement, you will help improve learning experiences and outcomes across the region. Your efforts will directly contribute to customer satisfaction, retention, and long-term success. What You Will Be Doing - Collaborate directly with universities and educational institutions to ensure successful implementation of digital platforms - Act as the primary point of contact for account activation, validation, and management through our internal systems (e.g., PARIS) - Partner with sales teams to deliver seamless customer support and maintain strong relationships - Engage educators using data and analytics to drive platform adoption and deeper usage - Deliver training sessions and onboarding support for platform users - Design and build courses, assignments, and learning materials aligned with curriculum objectives - Manage multiple stakeholders, timelines, and deliverables across projects - Maintain accurate records of customer interactions and progress within CRM systems - Serve as the primary point of contact for customers, maintaining relationships and driving deeper engagement with our platforms to support business success. Qualifications - You have a passion and a desire to work with Learning Management Systems (LMS), educational technology or software that impacts the lives of learners. - You understand the Higher Education system, either in the form of obtaining a degree or in a professional capacity. - You are analytically minded, enjoy working with data and a confident MS Excel user. - You have previous experience working with SQL and/or Tableau. This would be desirable. - You can work effectively in delivering projects across multi-stakeholder environments, managing timelines, deliverables, and expectations. - Excellent organizational skills with the ability to manage multiple projects simultaneously - Strong attention to detail and commitment to accuracy in reporting and communication - Self-starter mindset with the ability to take ownership and drive results independently - Strong interpersonal and communication skills for working across diverse stakeholders - Proven ability to follow through on commitments and maintain accountability - Ability to leverage data insights to drive decision-making and customer engagement Additional Advantages - Fluency in French (nice to have) - Prior experience in digital education or EdTech environments - Experience supporting sales or customer success teams in a tech-driven environment - Experience using CRM tools such as Salesforce (preferred) How We Work at McGraw-Hill - Customer & Market Focus - putting educators and learners first - Driving with Data - making informed, evidence-based decisions - Partnering Across Teams - collaborating globally and locally - Executing with Agility - adapting quickly in a changing learning landscape - Ownership & Initiative - taking responsibility for outcomes Why work for us? At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. You won’t just sell products; you’ll help shape how learning works in a digital world.

• Own the success of a portfolio of commercial and mid-market customers. • Build trusted advisor relationships with key customer stakeholders through periodic one-to-one engagements. • Conduct Success Reviews and value conversations based on customer maturity and business needs. • Develop success plans for customers requiring additional guidance. • Act as the primary Customer Success contact for assigned accounts. • Lead customer escalations with urgency, coordinating cross-functional teams to ensure timely resolution and clear customer communication. • Host weekly virtual Office Hours to provide customers with technical guidance, best practices, and open Q&A sessions. • Plan and deliver monthly customer enablement webinars focused on product capabilities, new features, security use cases, and operational best practices. • Partner with Product, Product Marketing, Support, and Education teams to continuously improve customer onboarding, adoption journeys, and self-service resources.

• Act as a trusted advisor and advocate for customers, building strong relationships to ensure retention and high-quality service delivery. • Manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership—by setting and achieving regular operational reviews. • Educate clients on product functionality and support them with any questions that might arise. • Collaborate with Sales to align on customer expectations and monitor account health to proactively prevent churn and manage escalations. • Identify valuable upselling and cross-selling opportunities. • Share direct customer feedback to continually improve team processes.

• Provide high touch engagement for Extreme’s most valued and strategic customers. • Play a pivotal role throughout the customer lifecycle - from onboarding and adoption to expansion and renewal. • Ensure each phase is aligned with the customer’s success goals and supported by proactive engagement. • Maintain knowledge of case escalations as cases are assigned and routed through the product support teams. • Facilitate activities to achieve quicker resolutions for critical situations.