Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main liaison for a designated portfolio of customers.

• Oversee account relationships and facilitate the implementation of ongoing programs.

• Collaborate with various departments to achieve customer and business objectives.

• Maintain current business and assist in expanding accounts.

• Work alongside Sales, including Account Executives, to safeguard and increase revenue through renewals, expansion, and new prospects.

• Provide post-sales assistance, foster and sustain customer relationships, address customer inquiries, and ensure satisfaction and retention.

• Collaborate with Onboarding, Sales, and Professional Services Teams to cultivate a customer-focused culture.

• Address objections and conduct value-oriented discussions to promote renewal and expansion success.

• Deliver a premium experience, including in-person visits to key districts.

• Engage with customers, cultivate relationships with K-12 school leaders, and maximize value.

• Identify opportunities for expansion and upselling, while protecting and growing revenue.

• Manage recurring revenue within the assigned client portfolio.

• Coordinate with Account Executives throughout the customer lifecycle, from sales to renewal and expansion.

• Provide high-touch service and executive-level relationship management for strategic and premier accounts.

• Address customer requests and resolve complaints.

• Collaborate with internal teams to ensure smooth transitions throughout the customer journey.

• Reduce churn and enhance user adoption.

• Conduct in-person and virtual training sessions, product education, and professional learning support.

• Travel to key districts and schools, representing Wilson Language Training at community and customer events.

• Gather customer feedback and relay it to internal stakeholders.

• Monitor customer engagement and satisfaction metrics, including retention, net revenue retention, health scores, expansion prospects, and CNPS.

• Analyze customer data to enhance the customer experience.

• Work with Customer Success and product teams on developments, projects, and ongoing improvements.

• Communicate knowledge of products, services, and policies.

• Exemplify and uphold WLT’s values.

• Execute additional duties as assigned.

⛳️ Requirements

• A passion for service excellence.

• Patient and active listening skills.

• Familiarity with best practices in customer service and retention.

• Outstanding organizational and project management abilities, with a knack for setting goals and prioritizing multiple initiatives with minimal direction.

• Self-awareness, decisive judgment, clarity, attention to detail, organization, capability to manage ambiguity, and goal-oriented approach.

• Proficiency in relevant software applications.

• Excellent communication and interpersonal skills.

• Required: experience in the education sector, school/district leadership, or 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 understanding of the K-12 education and literacy/curriculum publishing sector, including district decision-making, funding cycles, and procurement processes.

• Highly organized and capable of managing multiple tasks and priorities.

• Self-motivated and proactive disposition.

• Demonstrated leadership abilities.

• Proven capacity to identify expansion opportunities, articulate value, and adeptly manage customer objections during renewal and growth discussions.

• Experience collaborating with Sales/Account Executives in a co-managed account model to foster coordinated, revenue-driven customer engagement.

• Willingness and ability to travel to key districts and schools as necessary.

• Results-oriented mindset with a history of contributing to renewal, expansion, and revenue goals.

• High computer literacy and aptitude for learning new software.

• Team-oriented approach focused on continuous improvement.

• Bachelor’s Degree or equivalent work experience.

🏝️ Benefits

• Medical, dental, vision, and Life & Disability Insurance.

• 401k plan with partial employer matching.

• Paid Time Off.

• Paid holidays.

• Tuition reimbursement.

• “O’Connor days,” referring to a company-wide office closure between Christmas and New Year’s Eve.

• Additional perks.