West Coast Customer Success Manager — Growth & Renewal

Wilson Language Training Corp.; United States; Remote; 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

Job summary

Wilson Language Training is seeking a Customer Success Manager for the West Coast region. The role focuses on managing key accounts, expanding revenue, and collaborating with Sales to protect and grow renewals.

Travel to strategic districts will be required to build relationships and deliver on-site enablement. The CSM will own revenue within the assigned portfolio and coordinate with AEs to ensure a unified customer experience and successful adoption of our literacy programs across K-12

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 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

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, 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

Skills

Passion for service

Active listening

Organizational skills

Communication skills

Education sector experience

Literacy instruction experience

Travel ability

Revenue-focused engagement

Education

Bachelor's Degree or related work experience

Job description

Wilson Language Training is seeking a Customer Success Manager for the West Coast region. The role focuses on managing key accounts, expanding revenue, and collaborating with Sales to protect and grow renewals.

Travel to strategic districts will be required to build relationships and deliver on-site enablement. The CSM will own revenue within the assigned portfolio and coordinate with AEs to ensure a unified customer experience and successful adoption of our literacy programs across K-12