Customer Success Specialist

🕒 September 30

🇺🇸 United States – Remote

💵 $60k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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

• Support a large portfolio of 120+ school districts across multiple states using scaled outreach and proactive customer engagement • Build and maintain positive customer relationships as a primary point of contact for day-to-day support and guidance • Respond to customer questions, requests, and issues in a timely and professional manner, escalating when appropriate • Conduct proactive outreach to keep customers engaged and aware of available resources and support • Drive customer retention and satisfaction by encouraging product adoption and consistent usage • Identify opportunities for deeper engagement and potential account growth in partnership with Sales and senior team members • Use health scores, engagement metrics, and other provided data to prioritize outreach and manage workload • Partner with Onboarding, Sales, and Professional Services teams to support a smooth customer experience • Gather and share customer feedback to improve products, services, and the overall customer experience • Balance a high volume of accounts and tasks through strong organization and time management • Consistently reflect WLT’s values in customer and internal interactions • Perform other duties as assigned

🎯 Requirements

• Strong interest in customer success, account management, or client support • Passion for helping customers and building positive relationships • Strong organizational skills with the ability to manage multiple priorities with guidance • Effective written and verbal communication skills, especially via phone and email • Willingness to learn how to manage a large portfolio of customers using both proactive and scaled approaches • Ability to follow structured processes while developing problem-solving and prioritization skills • Positive attitude, adaptability, and openness to feedback in a fast-paced environment • Patient, empathetic, and an active listener • Self-motivated with a strong sense of accountability and follow-through • Basic familiarity with customer service, retention, or account support concepts preferred • Experience in education, school/district settings, or edtech is a plus, but not required • Comfortable using technology and able to learn new tools and systems quickly • 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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