Customer Success Specialist

The Princeton Review is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school-bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S., comprising a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions.

About the Role

Join The Princeton Review Institutional team! This team provides high-quality tutoring and test preparation products and services to learners of all backgrounds through direct partnerships with schools, districts, colleges, universities, employers, public libraries, and more. We partner with thousands of institutions to support their missions of promoting opportunity and equity through access.

We are seeking exceptional candidates passionate about customer success and educational technology to support our institutional partnerships. The Customer Success Specialist (CSS) will primarily work with assigned partners to deploy and support On-Demand tutoring solutions (powered by Tutor.com) for smaller clients and assist key accounts alongside a Customer Success Manager. The CSS will be part of a collaborative team focused on developing proactive, highly effective relationships with partner institutions while delivering outstanding service to ensure student engagement, customer satisfaction, and retention.

Responsibilities

• Travel for on-site visits, support, and in-person presentations.
• Facilitate client trainings on administrative tools, dashboards, and reporting platforms.
• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders in coordination with Customer Success and Instructional colleagues.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare and deliver customized reports demonstrating program value, outcomes, and impact.
• Consult with institutional partners on best practices for promoting awareness, participation, and student success.
• Partner with the Customer Success Manager to support key partnerships, including day-to-day support, reporting, and administrative needs.
• Foster account retention and growth using sound Customer Success principles, and support opportunities for purchasing additional products and services.
• Coordinate with internal Operations, Training, and Product teams to ensure programs are delivered according to client specifications.

Requirements

• Bachelor’s degree and 1-3+ years of work experience in an education-related field.
• Strong project management and organizational skills.
• Eagerness and ability to ‘own’ customer relationships and advocate for customer needs.
• Excellent communication skills, including strong written, verbal, and presentation abilities.
• Creative, collaborative thinker with the ability to learn new things, assess problems, and quickly identify proactive solutions.
• Computer proficiency, including Microsoft Office and understanding of internet services.
• Independent thinker with high energy and a positive attitude.
• Ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment.

Preferred Qualifications

• Lives in Southeast states (AL, LA, Atlanta Metro, SC, TN, AR) or in NH, MA, or MN.
• Experience working with educational technology solutions.
• Background in education; former teachers are encouraged to apply.