Customer Success Specialist (West Region)

Wilson Language Training Corp.; United States; Remote; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision, and Life &amp

Job summary

Wilson Language Training Corp. seeks a Customer Success Specialist for the West Region to serve a large portfolio of 120+ school districts across multiple states.

You will drive proactive outreach, support retention, and collaborate with Onboarding, Sales, and Professional Services teams to ensure a seamless customer experience. The role emphasizes high-quality customer engagement, organized account management, and utilization of health metrics to prioritize outreach while maintaining excellent

Qualifications

• Bachelor's Degree or related work experience.
• Experience in education, school/district settings, or edtech is a plus.
• Strong interest in customer success and client support.
• Ability to manage a large portfolio with guided priorities.
• Strong written and verbal communication skills.

Responsibilities

• Support a large portfolio of 120+ school districts across multiple states with scaled outreach and proactive engagement.
• Build and maintain positive customer relationships as primary point of contact for day-to-day support.
• Respond to questions and issues in a timely, professional manner; escalate when appropriate.
• Conduct proactive outreach to keep customers engaged and aware of resources.
• Drive customer retention and product adoption through effective usage guidance.
• Identify opportunities for deeper engagement and growth in partnership with Sales and senior teams.
• Collaborate with onboarding, sales, and professional services to ensure a smooth customer experience.

Skills

Customer success

Account management

Communication skills

Time management

Proactive outreach

Edtech experience

Education

Bachelor's Degree

Tools

CRM software

Job description

Career Opportunities with Wilson Language Training

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Customer Success Specialist (West Region)

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 Language training is growing and is looking to hire Customer Success Specialist (CSS) to join our team and service our clients in the West region. In this role, the CSS will serve as a primary point of contact for a large, diverse portfolio of customers—supporting 120+ school districts across multiple states. This position requires strong organization and the ability to manage a high-volume book of business using a combination of scaled outreach and proactive engagement (calls and email) to deliver consistent, high-quality support.

The CSS is responsible for helping deliver an exceptional customer experience with a focus on retention, engagement, and overall customer satisfaction. Success in this role depends on the ability to prioritize effectively, build positive customer relationships, and manage a wide range of customer needs with guidance and support.

The ideal candidate brings a positive attitude, a passion for solving customer needs, and strong communication skills via phone and email. This role includes post-sales support, responding to customer inquiries, and conducting proactive outreach to maintain engagement across a large portfolio. The CSS will balance reactive support with proactive touchpoints to ensure customers feel supported and connected.

As the voice of the customer, the CSS will collaborate closely with the Onboarding Team, Sales Team, and Professional Services Team to help ensure a seamless customer experience and reinforce a customer-centric approach within Wilson Language Training. This role provides an opportunity to develop strategic thinking and account management skills while supporting a broad and diverse customer base.

Essential Job Functions:

Support a large portfolio of 120+ school districts across multiple states, using a mix of scaled outreach and proactive customer engagement (calls and emails)

Build and maintain positive customer relationships, serving as a primary point of contact for day-to-day support and guidance

Respond to customer questions, requests, and issues in a timely and professional manner, escalating when appropriate

Conduct proactive outreach to ensure customers stay engaged and are aware of available resources and support

Drive customer retention and satisfaction by encouraging product adoption and consistent usage

Identify opportunities for deeper engagement and potential growth within accounts, in partnership with Sales and senior team members

Use provided tools and data (such as health scores and engagement metrics) to prioritize outreach and manage workload effectively

Partner with cross-functional teams including Onboarding, Sales, and Professional Services to support a smooth customer experience

Gather and share customer feedback to help improve products, services, and overall customer experience

Demonstrate strong organization and time management while balancing a high volume of accounts and tasks

Consistently reflect WLT's values in all customer and internal interactions

Other duties as assigned

Skills and Experience

Strong interest in customer success, account management, or client support

Passion for helping customers and building positive relationships

Strong organizational skills with the ability to manage multiple priorities with guidance

Effective written and verbal communication skills, especially via phone and email

Willingness to learn how to manage a large portfolio of customers using both proactive and scaled approaches

Ability to follow structured processes while developing problem-solving and prioritization skills

Positive attitude, adaptability, and openness to feedback in a fast-paced environment

Patient, empathetic, and an active listener

Self-motivated with a strong sense of accountability and follow-through

Basic familiarity with customer service, retention, or account support concepts preferred

Experience in education, school/district settings, or edtech is a plus, but not required

Comfortable using technology and able to learn new tools and systems quickly

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
• 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: $60,000 to $65,000

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