Edtech.com's Summary

Imagine Learning is hiring a Customer Success Specialist to support its small and mid-sized customers as part of a collaborative, queue-based team, without being assigned to specific accounts. The specialist answers customer inquiries, troubleshoots product issues, and reaches out proactively at milestones such as onboarding and renewal to drive satisfaction and retention. The role reports to the Customer Success Director and partners with Sales and internal teams throughout the customer journey.

Highlights

Respond to customer inquiries in Zendesk and follow up on resolved tickets to confirm satisfaction and offer additional support.
Troubleshoot product issues, escalating complex ones to internal teams, and guide customers on product usage, implementation, and account setup.
Reach out at lifecycle milestones such as onboarding, mid-year check-ins, and renewal prep, sharing tips and best practices based on customer activity.
Identify customers who underuse the product and recommend ways to increase engagement, including through campaigns that promote new features and seasonal readiness.
Surface customer feedback and insights to inform product development and broader customer success strategies.
Document customer interactions and resolutions, and contribute to process improvements, automation efforts, and knowledge base development.
Bachelor’s degree and at least two years of relevant experience, such as classroom teaching, onboarding, customer support, or account support in education or education technology, or an equivalent combination of education and experience.
Ability to quickly build rapport with all levels of district staff up to superintendents and chief academic officers, and to interpret data analytics and spreadsheets.
Base pay of $65,972 to $68,000 per year, with possible incentive, commission, or annual bonus pay.
Remote in the Eastern time zone, with approximately 15 to 50 percent travel depending on the assigned territory.

Customer Success Specialist Full Description

Department: Customer Experience

Location: Remote, United States

Imagine Your Impact.

The Customer Success Specialist acts as a trusted partner to our small and mid-sized customers, delivering high-quality support without being assigned to specific accounts. Operating within a collaborative, queue-based team, this role ensures timely, empathetic, and accurate responses to a wide range of customer needs. By focusing on scalable service delivery and proactive issue resolution, the Specialist plays a vital role in driving customer satisfaction, retention, and overall success.

Position Information:

This is a regular, full-time position, reporting to the Customer Success Director.

Compensation:

Base pay is anticipated to be between $65,972.00 and $68,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location:

In this US-based position your location will be remote in Eastern Standard Time zone.

Travel:

You can also expect up to approximately 15-50% travel, so be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months.

Envision Your Experience.

In this role you’ll have the opportunity to:

Respond to customer inquiries via Zendesk with empathy, accuracy, and urgency.
Troubleshoot product issues and escalate complex issues to internal teams.
Provide guidance on product usage, implementation, and account setup.
Initiate outreach based on lifecycle milestones (e.g., onboarding, mid-year check-ins, renewal prep).
Share personalized tips, resources, and best practices based on customer activity and common use cases.
Identify underutilizing customers and provide targeted recommendations to increase engagement.
Follow up on resolved tickets to ensure satisfaction and offer additional support.
Participate in campaigns to promote new features, seasonal readiness, or instructional strategies.
Surface customer feedback and insights to inform product development and broader success strategies.
Maintain detailed documentation of customer interactions and resolutions.
Contribute to internal process improvements, automation efforts, and knowledge base development.
Partner closely with Sales pre‑sale, and throughout the entire customer journey.
Other duties as required.

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

Bachelor’s degree in a related field and at least 2 years of relevant experience, which may include classroom teaching or instructional roles, supporting product implementations or onboarding, customer support, or supporting customer accounts in an education or education technology environment; or an equivalent combination of education and experience.
Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
Direct and proven work with establishing strategic outcomes and measurements.
Experience working with and presenting results to senior level executives preferred.
Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer.
High energy level, demonstrated drive to succeed, and a sense of urgency.
Ability to use and interpret data analytics and spreadsheets.
Proficient within a fast-paced, growth organization is ideal.
Excellent communication skills and analytical skills.
This position is remote but may require approximately 15-50% travel, given your assigned territory.

Benefits:

Imagine Learning provides a comprehensive benefits program to eligible employees, including: multiple health, dental, and vision plans, including medical plans with zero employee premiums; 401k plan with a company match; 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day; paid time off; comprehensive maternity and fertility/family building benefits; paid bonding leave when a new child joins your family; access to on-demand mental health resources; life and short and long-term disability insurance; pre-tax savings plans; paid volunteer time off; a wide variety of professional development programs, including tuition reimbursement; work from home opportunities that foster work/life balance.

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Edtech.com's Summary

Customer Success Specialist Full Description

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