Customer Success Manager

Wilson Language Training

. Serve as the primary point of contact for an assigned portfolio of customers .

Posted 11/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management and account expansion within the K-12 education sector, leveraging strong communication and organizational skills to drive customer satisfaction and retention. Proven ability to collaborate with cross-functional teams and utilize data to enhance customer experiences and achieve revenue targets.

Highest-signal resume keywords

Customer Relationship ManagementK-12 Education ExperienceAccount Expansion StrategiesProject Management SkillsSales Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Literacy InstructionStructured LiteracyScience of ReadingReading InterventionK-12 English Language Arts CurriculumCustomer Engagement MetricsData AnalysisCustomer Feedback CollectionRevenue Growth StrategiesCustomer Satisfaction Metrics

Soft Skills

Active ListeningOrganizational SkillsDecisive JudgmentAttention to DetailProactive Nature

Tools & Technologies

Customer Relationship Management SoftwareEducational Technology ToolsData Analysis SoftwareCommunication PlatformsProject Management Tools

Industry Keywords

Educational PublishingCurriculum PublishingDistrict Decision-MakingFunding CyclesProcurement Processes

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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