High School Customer Experience Associate

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we'd love to hear from you!

As a High School Customer Experience Associate (CXA), you will serve as a trusted partner for teachers, administrators, and technical contacts using BFW high school programs. In this dynamic role, you will ensure customers are confident, supported, and successful with our materials from onboarding through renewal. Part customer success, part trainer, and part account analyst, you will proactively build relationships, lead training sessions, troubleshoot access issues, and track account health to drive adoption and support renewal goals.

We know some talented people hesitate to apply when they don't check every box on a list. If this role has you excited and you believe you could do the work well, we want to hear from you, even if your path here doesn't match every requirement exactly. We're looking for people who care about our mission and bring their own perspective to the table. Different backgrounds, skills, and ways of working make us better at what we do. If this opportunity speaks to you, tell us how your experience and abilities could add value here. We want Macmillan Learning to be a place where everyone can do their best work and where different viewpoints are genuinely welcome, so if you're a qualified candidate, we hope you'll apply. We're looking forward to learning what you'd bring to the team.

• You'll build and manage relationships: Proactively establish communication channels with technical contacts, administrators, integration contacts, and classroom users across your assigned territory to ensure personalized, seamless support.
• You'll oversee account health: Monitor account usage and health metrics using tools like PowerBI, Amplitude, and Salesforce, proactively identifying friction points and maintaining timely communication.
• You'll lead customer training: Deliver engaging, tailored group and 1:1 technical consults and training sessions on product platforms, integrations, and privacy policies post-sale.
• You'll partner openly with Sales: Schedule regular structured 1:1 calls with Sales Representatives, establishing clear agendas and alignment on customer outreach efforts.
• You'll serve as a primary support contact: Handle customer inquiries related to license access, expiry dates, account modifications, and peak period troubleshooting.
• You'll create educational resources: Develop targeted, quality asynchronous resources such as video tutorials and getting-started guides.
• You'll support renewals and growth: Qualify renewal opportunities by tracking key decision dates, monitoring license usage, and identifying potential digital upsells.
• You'll collaborate cross-functionally: Work alongside Integration, Support, Marketing, Editorial, and Product teams while maintaining documentation and shared knowledge.

• Bachelor's degree in Business, Education, or a related field.
• 2+ years of experience in customer support, account management, or a related role, ideally within educational technology or publishing.
• Proven ability to build strong customer relationships and leverage CRM tools (such as Salesforce) to maintain clean data and account records.
• Strong organizational skills, attention to detail, and a solutions-focused mindset with the ability to handle multiple priorities during peak periods.
• Clear written and verbal communication skills across technical and non-technical audiences.

• Demonstrated experience championing process improvements, automation, or novel workflows within customer success.
• Track record of designing creative customer engagement tactics or asynchronous educational resources.
• Experience evaluating or utilizing AI-driven tools, learning analytics platforms, or edtech software to drive adoption.

Salary Range: $55,000 - $60,000 / year.

Exemption Status: Exempt

Physical Requirements:

Requires periods of close concentration; must be able to multi-task; must be able to travel occasionally; work overtime - more than 40 hours a week - regularly, as needed.

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, South Dakota, West Virginia, Wyoming.

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee's date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family owned company that improves lives through learning. By linking research to learning practice, we develop pioneering products and learning materials for students that are highly effective and drive improved outcomes. Our engaging content is developed in partnership with the world's best researchers, educators, administrators, and developers. To learn more, please visit macmillanlearning.com or see us on Facebook, Twitter, LinkedIn or join our Macmillan Community. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a family-owned global media company headquartered in Stuttgart, Germany.

At Macmillan Learning, we believe diverse perspectives and backgrounds enrich our mission to improve lives through learning. We actively seek candidates who reflect a wide range of identities, experiences, and communities. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status and background, geographical status and background, or any other characteristic protected by federal, state, or local law. You can read more about our Diversity, Equity, & Inclusion initiatives here.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an equal opportunity compliance program in compliance with the NY Department of Education's guidance. Portions of the equal opportunity compliance program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.