Customer Success Manager

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $75k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Wilson Language Training

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

🤝 Non-profit

Education • Non-profit • Training

Wilson Language Training is a leading provider of Structured Literacy programs, specializing in reading instruction for students with dyslexia and other literacy challenges. With over 35 years of experience, Wilson offers evidence-backed programs such as Fundations® and the Wilson Reading System®, which empower educators and foster independent reading skills in students. The company also provides professional learning workshops and resources to ensure effective implementation and teacher training, ultimately aiming to advance literacy outcomes for all learners.

📋 Description

• Serve as the primary point of contact for an assigned portfolio of customers • Manage account relationships and support ongoing program implementations • Collaborate across the organization to ensure customer and business goals are met • Retain existing business and support account expansion • Partner with Sales, including Account Executives, to protect and grow revenue through renewals, expansion, and new opportunities • Provide post-sales support, build and maintain customer relationships, handle customer inquiries, and ensure customer satisfaction and retention • Partner with Onboarding, Sales, and Professional Services Teams to promote a customer-centric culture • Handle objections and value-based conversations to drive renewal and expansion outcomes • Deliver a white-glove experience, including in-person visits to strategic districts • Engage customers, build relationships with K-12 school leaders, and maximize value • Identify expansion and upselling opportunities and protect and grow revenue • Own recurring revenue within the assigned book of business • Coordinate with Account Executives throughout the customer lifecycle from sales through renewal and expansion • Provide high-touch service and executive-level relationship management for strategic and top-tier accounts • Resolve customer requests and complaints • Work with internal teams to ensure seamless customer-journey transitions • Minimize churn and optimize user adoption • Deliver in-person and virtual enablement sessions, product training, and professional learning support • Travel to strategic districts and schools and represent Wilson Language Training at customer and community events • Collect customer feedback and communicate it to internal stakeholders • Monitor customer engagement and satisfaction metrics, including retention, net revenue retention, health score, expansion opportunities, and CNPS • Analyze customer data to improve customer experience • Collaborate with Customer Success and product teams on developments, projects, and continuous improvement • Communicate understanding of products, offerings, and policies • Understand and display WLT’s values • Perform other duties as assigned

🎯 Requirements

• Passion for service • Patient and active listener • Knowledge of best practices in customer service and retention • Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance • Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation • Proficient with applicable software applications • Excellent communication and interpersonal skills • Required: experience in the field of education, school/district leadership, educational publishing/technology • Required: 3+ years of experience in literacy instruction, structured literacy / science of reading, reading intervention, or K-12 English Language Arts curriculum • Strong working knowledge of the K-12 education and literacy/curriculum publishing industry, including district decision-making, funding cycles, and procurement processes • Highly organized and able to juggle multiple tasks and priorities • Self-driven and proactive nature • Demonstrated leadership qualities • Proven ability to identify expansion opportunities, position value, and skillfully handle customer objections in renewal and growth conversations • Experience partnering with Sales / Account Executives in a co-owned account model to drive coordinated, revenue-focused customer engagement • Willingness and ability to travel to strategic districts and schools as needed • Results-oriented mindset with a track record of contributing to renewal, expansion, and revenue targets • High computer literacy and ability to learn new software • Team-first mindset with a focus on continuous improvement • Bachelor's Degree or related work experience

🏖️ Benefits

• Medical, dental, vision, and Life & Disability Insurance • 401k plan with partial employer match • Paid Time Off • Paid holidays • Tuition reimbursement • “O’Connor days,” which refers to a company-wide office closure between Christmas and New Year’s Eve • Other perks

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