Customer Success Specialist

About the Role

Wilson Language Training is expanding its team and seeking a Customer Success Specialist to help support a broad portfolio of customers. In this position, you will act as a key contact for more than 120 school districts across several states, combining targeted outreach with proactive communication to deliver dependable support at scale.

The role is centered on creating a strong customer experience through retention, engagement, and overall satisfaction. You will work with a diverse group of accounts, using sound judgment, strong organization, and clear communication to balance day-to-day support with proactive relationship-building.

This is a customer-facing position for someone who enjoys helping others, resolving issues, and maintaining regular contact through phone and email. You will also work closely with internal teams to support a smooth customer journey and strengthen the company’s customer-first approach.

What You’ll Do

• Manage support for a large portfolio of more than 120 school districts across multiple states using both broad outreach and individualized follow-up by phone and email.
• Serve as the main contact for routine customer needs, relationship management, and guidance.
• Answer questions, address requests, and resolve issues promptly and professionally, escalating when necessary.
• Reach out proactively so customers remain engaged and aware of available tools, services, and support resources.
• Help improve retention and satisfaction by encouraging product adoption and steady usage.
• Look for opportunities to deepen customer engagement and support growth in partnership with Sales and senior colleagues.
• Use available data such as health indicators and engagement measures to organize priorities and manage workload efficiently.
• Collaborate with Onboarding, Sales, and Professional Services to support a seamless experience for customers.
• Collect customer feedback and share insights that can improve products, services, and the overall experience.
• Maintain strong organization and time management while handling a high volume of accounts and tasks.
• Represent Wilson Language Training’s values consistently in both customer and internal interactions.
• Take on additional responsibilities as needed.

What We’re Looking For

• Interest in customer success, account management, or client support.
• Genuine motivation to help customers and build positive working relationships.
• Strong organizational ability and comfort handling multiple priorities with support and direction.
• Clear written and verbal communication skills, especially for phone and email communication.
• Readiness to learn how to support a large customer portfolio using both proactive and scaled methods.
• Ability to work within defined processes while strengthening problem-solving and prioritization skills.
• A positive, adaptable mindset and openness to feedback in a fast-moving environment.
• Patience, empathy, and strong listening skills.
• Self-driven approach with accountability and reliable follow-through.
• Foundational understanding of customer service, retention, or account support is preferred.
• Background in education, school or district environments, or edtech is an advantage but not required.
• Comfort with technology and the ability to learn new tools and systems quickly.

Education

A bachelor’s degree or an equivalent level of related work experience is required.

Compensation and Benefits

The anticipated annual pay range for this role is $60,000 to $65,000. Final compensation may differ depending on location, education, experience, skill set, market conditions, and internal pay alignment. Pay may also include a base component and a target discretionary bonus, depending on the final offer structure.

Wilson offers a competitive benefits package that includes medical, dental, vision, life and disability insurance, a 401(k) plan with partial employer matching, paid time off, paid holidays, tuition reimbursement, and “O’Connor days,” a company-wide office closure between Christmas and New Year’s Eve.

Additional Information

Wilson Language Training is committed to literacy for all and aims to create a workplace where employees can grow professionally and show up authentically. The company is an equal opportunity employer, operates as a drug-free workplace, and is committed to diversity in the workplace.