[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Wilson Language Training is committed to achieving literacy for all and ensuring the professional development of its employees. They are seeking a Customer Success Specialist to serve as a primary contact for over 120 school districts, focusing on customer retention, engagement, and satisfaction through proactive outreach and relationship building.

Responsibilities

• Support a large portfolio of 120+ school districts across multiple states, using a mix of scaled outreach and proactive customer engagement (calls and emails)
• Build and maintain positive customer relationships, serving 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 ensure customers stay engaged and are 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 growth within accounts, in partnership with Sales and senior team members
• Use provided tools and data (such as health scores and engagement metrics) to prioritize outreach and manage workload effectively
• Partner with cross-functional teams including Onboarding, Sales, and Professional Services to support a smooth customer experience
• Gather and share customer feedback to help improve products, services, and overall customer experience
• Demonstrate strong organization and time management while balancing a high volume of accounts and tasks
• Consistently reflect WLT’s values in all customer and internal interactions
• Other duties as assigned

Skills

• 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, as well as other perks.

Company Overview