Edtech.com's Summary

Wilson Language Training is hiring a Customer Success Specialist. The role involves managing a large portfolio of over 120 school districts by providing proactive and reactive customer support, driving customer retention, and collaborating closely with internal teams to enhance customer satisfaction and engagement.

Highlights

Support 120+ school districts through calls and emails to ensure customer engagement and retention
Serve as the primary contact for customer inquiries, resolving issues and escalating when necessary
Use data tools like health scores and engagement metrics to prioritize outreach
Collaborate with Onboarding, Sales, and Professional Services teams to ensure smooth customer experience
Gather and relay customer feedback to improve products and services
Strong organizational and time management skills required to handle a high-volume customer base
Effective written and verbal communication skills essential
Bachelor's Degree or equivalent work experience required
Experience in education or edtech preferred but not mandatory
Anticipated salary range: $61,000 to $65,000 with competitive benefits including healthcare, 401k match, PTO, and tuition reimbursement

Customer Success Specialist Full Description

Customer Success Specialist

Department: | Customer Experience
Location: |

START YOUR APPLICATION

Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.

The success of our team members is no less paramount. We’re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work.

Wilson Language training is growing and is looking to hire Customer Success Specialist (CSS) to join our team. In this role, the CSS will serve as a primary point of contact for a large, diverse portfolio of customers—supporting 120+ school districts across multiple states. This position requires strong organization and the ability to manage a high-volume book of business using a combination of scaled outreach and proactive engagement (calls and email) to deliver consistent, high-quality support.

The CSS is responsible for helping deliver an exceptional customer experience with a focus on retention, engagement, and overall customer satisfaction. Success in this role depends on the ability to prioritize effectively, build positive customer relationships, and manage a wide range of customer needs with guidance and support.

The ideal candidate brings a positive attitude, a passion for solving customer needs, and strong communication skills via phone and email. This role includes post-sales support, responding to customer inquiries, and conducting proactive outreach to maintain engagement across a large portfolio. The CSS will balance reactive support with proactive touchpoints to ensure customers feel supported and connected.

As the voice of the customer, the CSS will collaborate closely with the Onboarding Team, Sales Team, and Professional Services Team to help ensure a seamless customer experience and reinforce a customer-centric approach within Wilson Language Training. This role provides an opportunity to develop strategic thinking and account management skills while supporting a broad and diverse customer base.

Essential Job Functions:

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

Minimum Requirements

Skills and Experience

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

Education or Certification

Bachelor's Degree or related work experience

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

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.

Anticipated Salary Range: $61,000 to $65,000

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.

Original Job Description

Customer Success Specialist

Department: | Customer Experience
Location: |

START YOUR APPLICATION

Essential Job Functions:

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

Minimum Requirements

Skills and Experience

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

Education or Certification

Bachelor's Degree or related work experience

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.

Anticipated Salary Range: $61,000 to $65,000

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.

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