Customer Success Manager

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 paramount, and we’re dedicated to ensuring every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work.

About the role

The Customer Success Manager (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 CSM ensures customers have a great experience, retains existing business, and supports expansion within their account portfolio.

In this role, the CSM serves as a revenue-driving partner to the business, collaborating closely with the Sales team—including Account Executives (AEs)—to protect and grow revenue through renewals, expansion, and new opportunities. Growing and protecting recurring revenue within their assigned book of business is a core measure of success.

The ideal candidate has a positive attitude, a passion for solving customer needs, and practical communication skills via phone and email. As the voice of the customer, you will work closely with the Onboarding Team, Sales Team, and Professional Services Team to promote a customer-centric culture. This includes partnering with Account Executives on shared accounts, handling objections, and delivering a white-glove experience—including in-person visits to strategic districts—for our highest-value customers.

Responsibilities

• 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 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.
• Work collaboratively with several internal teams as well as other members of the Customer Success Team to hone an efficient metric-driven customer success unit.
• Communicate 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 Wilson Language Training’s values.
• Perform other duties as assigned.

Requirements

• Passion for service and a customer-centric mindset.
• Patient and active listener with exceptional organizational and project management skills, including the ability to set goals and prioritize initiatives with minimal guidance.
• Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.
• Proficient with applicable software applications and strong computer literacy.
• 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 with the ability to juggle multiple tasks and priorities.
• Self-driven and proactive nature with 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.
• Team-first mindset with a focus on continuous improvement.

Qualifications

• Bachelor’s Degree or related work experience.

Benefits

• Medical, dental, vision, and life & disability insurance.
• 401k plan with partial employer match.
• Paid Time Off and paid holidays.
• Tuition reimbursement.
• “O’Connor days” (company-wide office closure between Christmas and New Year’s Eve).
• Additional perks.

Pay

Anticipated salary range: $75,000 to $90,000.