[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Wilson Language Training is dedicated to achieving literacy for all and ensuring their employees experience professional development. They are seeking a Customer Success Specialist to support a diverse portfolio of over 120 school districts, focusing on customer engagement, retention, and satisfaction through proactive outreach and relationship building.ResponsibilitiesSupport 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 guidanceRespond to customer questions, requests, and issues in a timely and professional manner, escalating when appropriateConduct proactive outreach to ensure customers stay engaged and are aware of available resources and supportDrive customer retention and satisfaction by encouraging product adoption and consistent usageIdentify opportunities for deeper engagement and potential growth within accounts, in partnership with Sales and senior team membersUse provided tools and data (such as health scores and engagement metrics) to prioritize outreach and manage workload effectivelyPartner with cross-functional teams including Onboarding, Sales, and Professional Services to support a smooth customer experienceGather and share customer feedback to help improve products, services, and overall customer experienceDemonstrate strong organization and time management while balancing a high volume of accounts and tasksConsistently reflect WLT’s values in all customer and internal interactionsOther duties as assignedSkillsStrong interest in customer success, account management, or client supportPassion for helping customers and building positive relationshipsStrong organizational skills with the ability to manage multiple priorities with guidanceEffective written and verbal communication skills, especially via phone and emailWillingness to learn how to manage a large portfolio of customers using both proactive and scaled approachesAbility to follow structured processes while developing problem-solving and prioritization skillsPositive attitude, adaptability, and openness to feedback in a fast-paced environmentPatient, empathetic, and an active listenerSelf-motivated with a strong sense of accountability and follow-throughBasic familiarity with customer service, retention, or account support concepts preferredExperience in education, school/district settings, or edtech is a plus, but not requiredComfortable using technology and able to learn new tools and systems quicklyBachelor's Degree or related work experienceBasic familiarity with customer service, retention, or account support conceptsExperience in education, school/district settings, or edtechBenefitsMedical, dental, vision, and Life & Disability Insurance401k plan with partial employer matchPaid Time OffPaid holidaysTuition 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 OverviewWilson Language Training provides evidence-based curricula and ongoing professional learning to literacy educators across the country. It was founded in 1988, and is headquartered in Oxford, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.wilsonlanguage.com/.