Customer Success Manager

Customer Success Manager Full Description

Customer Success Manager

Department: | Customer Experience
Location: |

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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 is growing and looking to hire a Customer Success Manager (CSM) to join our team. The CSM will serve as the primary point of contact supporting a portfolio of customers and is responsible for managing account relationships, supporting ongoing program implementations, and working collaboratively across the organization to ensure customer and business goals are met. The Customer Success Manager is responsible for ensuring customers have a great experience and is expected to retain existing business and support expansion within their account portfolio. In this role, the CSM also serves as a revenue-driving partner to the business, working together with the Sales team - including close collaboration with Account Executives (AEs) to protect and grow revenue through renewals, expansion, and new opportunities within their portfolio. Growing and protecting recurring revenue within their assigned book of business is a core, explicit measure of success in this role.

The ideal candidate has a positive attitude, a passion for solving customer needs, practical communications skills via phone and email. This position will be responsible for post-sales support, building and maintaining customer relationships, handling customer inquiries, and overall customer satisfaction and retention. As the voice of the customer, you will also work closely with the Onboarding Team, Sales Team, and Professional Services Team, promoting a Customer Centric culture within Wilson Language Training. This includes partnering closely with Account Executives on shared accounts, confidently handling objections and value-based conversations to drive renewal and expansion outcomes, and delivering a white-glove experience - including in-person visits to strategic districts - for our highest-value customers.

Essential Job Functions:

• Engage customers as part of an assigned portfolio, build strong working relationships with K-12 school leaders, and sustain business growth and profitability by maximizing value
• Serve as a strategic, revenue-driving partner within the assigned portfolio, proactively identifying expansion and upselling opportunities and confidently handling objections to protect and grow revenue
• Own recurring revenue within an assigned book of business, with renewal rate and net revenue retention tracked as primary, ongoing measures of individual performance
• Partner closely with Account Executives (AEs) throughout the customer lifecycle, ensuring a seamless, coordinated hand-off from sales through renewal and expansion and presenting a unified voice to the customer
• Provide white-glove, high-touch service to strategic and top-tier accounts, including proactive on-site engagement and executive-level relationship management with key district and school leaders
• Continually surprise and delight customers with a proactive, customer-centric attitude, resolving customer requests and complaints
• Work with other internal teams to ensure seamless transitions throughout the customer journey
• Minimize churn and optimize user adoption to drive renewals and expansion
• Deliver in-person and virtual enablement sessions, product training, and professional learning support to district and school stakeholders to drive adoption, retention, and expansion
• Travel to strategic districts and schools as needed to build relationships, support enablement, and represent Wilson Language Training at key customer and community events
• Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
• Ensure high customer engagement and satisfaction as measured by retention, net revenue retention, health score, expansion opportunities identified, and CNPS
• Analyze customer data to improve customer experience
• Works collaboratively with several internal teams as well as other members of the Customer Success Team to hone an efficient metric-driven customer success unit
• Communicates a clear and thorough understanding of the organization's products, offerings, and policies
• Collaborate with multiple product teams to stay informed of all new and ongoing developments and projects
• Understand and display WLT's values
• Other duties as assigned

Minimum Requirements

Skills and Experience

• Passion for service
• Patient and active listener
• Knowledge of best practices in customer service and retention
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
• Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.
• Proficient with applicable software applications
• Excellent communication and interpersonal skills
• Required: experience in the field of education, school/district leadership, educational publishing/technology
• Required: 3+ years of experience in literacy instruction, structured literacy / science of reading, reading intervention, or K-12 English Language Arts curriculum
• Strong working knowledge of the K-12 education and literacy/curriculum publishing industry, including district decision-making, funding cycles, and procurement processes
• Highly organized and able to juggle multiple tasks and priorities
• Self-driven and proactive nature
• Demonstrated leadership qualities
• Proven ability to identify expansion opportunities, position value, and skillfully handle customer objections in renewal and growth conversations
• Experience partnering with Sales / Account Executives in a co-owned account model to drive coordinated, revenue-focused customer engagement
• Willingness and ability to travel to strategic districts and schools as needed
• Results-oriented mindset with a track record of contributing to renewal, expansion, and revenue targets
• High computer literacy and ability to learn new software
• Team-first mindset with a focus on continuous improvement

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: $75,000 to $90,000

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