Customer Success Specialist

About The Princeton Review

The Princeton Review is a well-established provider of tutoring, test preparation, and college admission support. It serves millions of students each year through online and classroom-based learning, a large network of instructors, and a broad library of print and digital resources. Its Tutor.com division is among the largest online tutoring networks in the United States, with thousands of tutors and over 22 million one-to-one tutoring sessions delivered. The company is based in New York, NY.

About the Role

The Institutional team works with schools, districts, colleges, universities, employers, public libraries, and other partners to deliver tutoring and test-prep services to learners of many backgrounds. This role is focused on supporting institutional customers, especially smaller accounts using on-demand tutoring solutions powered by Tutor.com, while also assisting a Customer Success Manager with key accounts. The position is centered on building strong partnerships, improving student engagement, and maintaining high levels of satisfaction and retention.

What You Will Do

• Travel as needed for on-site support and in-person presentations.
• Run client training sessions on administrative tools, dashboards, and reporting systems.
• Respond promptly and accurately to customer questions and requests.
• Build and sustain relationships with main contacts and other stakeholders, working closely with customer success and instructional teammates.
• Review usage data to spot trends and monitor account health and performance.
• Create tailored reports that show value, outcomes, and overall program impact.
• Advise institutional partners on effective ways to build awareness, participation, and student success.
• Support the Customer Success Manager with day-to-day account management, reporting, and administrative work for major partnerships.
• Help retain and grow accounts by applying customer success best practices and identifying opportunities for additional products and services.
• Coordinate with operations, training, and product teams to ensure delivery matches client expectations and requirements.

Candidate Profile

The ideal candidate brings a mix of customer success thinking and education-sector experience, along with strong organization and communication skills. They should be comfortable taking ownership of client relationships, solving problems proactively, and working independently in a collaborative environment.

Requirements

• A bachelor’s degree is required.
• At least 1 to 3+ years of experience in an education-related role is required.
• Strong project management and organizational ability is essential.
• Must be capable of owning customer relationships and advocating effectively for client needs.
• Excellent written, verbal, and presentation skills are required.
• Should be creative, collaborative, and able to learn quickly, evaluate issues, and recommend practical solutions.
• Computer proficiency is needed, including Microsoft Office and familiarity with internet-based services.
• Must bring energy, independence, and a positive attitude.
• Should work well with peers, including operations staff and remote team members, in a team-focused setting.

Preferred Background

• Applicants based in Southeast states such as AL, LA, the Atlanta metro area, SC, TN, or AR, or in NH, MA, or MN are preferred.
• Prior experience with educational technology solutions is preferred.
• Experience in education is preferred, and former teachers are encouraged to apply.

Compensation and Equal Opportunity

The role offers a competitive salary that is based on experience and skills. The US pay range is $60,000 to $65,000 per year.

The Princeton Review is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics, including race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, and other legally protected bases. The company also does not allow harassment on the basis of these characteristics and follows applicable laws related to unemployment status in hiring decisions.

Federal employment law notices apply, including the applicant rights notice from the Department of Labor. A California applicant privacy policy is also referenced.