Customer Success Representative

Overview

Impact the moment We're looking for a Junior Customer Success Representative to support our business. Reporting to a Customer Success Manager in our Higher Education Sales Organization, the Customer Success Representative will own customer relationships as the primary point of contact throughout the customer lifecycle. This is a 12-month contract position, with the possibility of renewal based on performance.

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 support instructors and institutions to get value from our digital learning products. You'll help onboard, train, and follow up with customers to drive usage, engagement, and retention. The ideal candidate is a self-motivated and collaborative individual who takes a relationship-driven approach to their work.

What you will be doing:

• Support onboarding for new instructors/courses and ensure smooth setup (LMS pairing, access, basic troubleshooting).
• Deliver short, practical trainings (virtual or onsite) and share quick-start guides.
• Track adoption and usage in dashboards; flag risks early and follow a clear follow-up cadence.
• Handle day-to-day queries with prompt, clear communication and documented updates.
• Partner with Sales on account health (activation, renewal readiness, simple upsell signals).
• Keep accurate records in CRM (touchpoints, action items, status/ETAs).

Success Indicators (Examples)

• Instructor activation and student usage targets met per term.
• SLA response times achieved (acknowledge within 1 business day; ETA within 2).
• Complete CRM hygiene and on-time delivery of assigned tasks.
• Positive feedback from instructors/EdTech teams.

Travel & Schedule

• Occasional campus visits/events across UAE; standard office hours with flexibility during peak academic periods.
• You need to have an active UAE driving license for this position.

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.