West Coast Customer Success Manager - Education Growth

Wilson Language Training Corporation; United States; On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, and Life &amp

Disability Insurance

401k plan with partial employer match

Paid Time Off

Paid holidays

O'Connor days (office closure)

Job summary

Wilson Language Training Corporation is seeking a Customer Success Manager for the West Coast region to manage a portfolio of K-12 customers and drive renewals, expansions, and revenue growth. You will collaborate with Sales and AEs, deliver high-touch support, and lead enablement sessions for district and school leaders.

The role emphasizes proactive customer engagement, strong leadership, and a deep understanding of literacy instruction and district procurement processes.

Qualifications

• 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 with minimal guidance.
• Proficient with applicable software applications.
• Excellent communication and interpersonal skills.
• Experience in education, school/district leadership, educational publishing/technology.
• 3+ years of experience in literacy instruction, structured literacy / science of reading, reading intervention, or K-12 ELA 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 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.

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, identifying expansion and upselling opportunities and 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 performance.
• Partner closely with Account Executives throughout the customer lifecycle, ensuring a seamless hand-off from sales through renewal and expansion.
• 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.
• Resolve customer requests and complaints and continuously improve the customer experience.
• Travel to strategic districts and schools as needed to build relationships and represent Wilson Language Training.
• Deliver on-site and virtual enablement sessions, product training, and professional learning support to drive adoption and renewals.
• Collaborate with internal teams to ensure smooth customer journeys and reduce churn.
• Collect customer feedback and communicate insights to internal teams for ongoing product and service improvements.

Skills

Customer service

Active listening

Communication

Education knowledge

Account management

Renewals

Upselling

Cross-functional

Travel readiness

Project management

Education

Bachelor's Degree or related work experience

Job description

Wilson Language Training Corporation is seeking a Customer Success Manager for the West Coast region to manage a portfolio of K-12 customers and drive renewals, expansions, and revenue growth. You will collaborate with Sales and AEs, deliver high-touch support, and lead enablement sessions for district and school leaders.

The role emphasizes proactive customer engagement, strong leadership, and a deep understanding of literacy instruction and district procurement processes.