Senior Customer Success Manager

Wilson Language Training is committed to achieving literacy for all and is looking to hire a Senior Customer Success Manager. In this role, you will serve as a strategic partner to K–12 district leaders, driving customer engagement and ensuring revenue retention and growth through strong relationships and understanding customer goals.

Responsibilities:

• Manage a portfolio/territory of K–12 education customers, developing deep, multi-tiered relationships with district leaders and implementation teams to become a trusted advisor and strategic partner
• Own revenue retention and expansion goals across your portfolio by minimizing churn, increasing product adoption, and identifying upsell and cross-sell opportunities
• Drive high customer satisfaction and loyalty as measured by retention rates, customer health scores, expansion revenue, and Customer Net Promoter Score (CNPS)
• Develop a deep understanding of each customer’s organizational goals, key success metrics, challenges, and strategic initiatives to proactively deliver value, guide their success, and be a true consultant to support overcoming challenges
• Monitor account health, usage trends, and key metrics to identify risks and opportunities; act quickly to resolve issues and capitalize on growth potential
• Partner cross-functionally with Sales, Support, Product, Operations, Marketing, and Implementation teams to ensure seamless onboarding, smooth product adoption, and a consistent customer experience throughout the journey
• Act as a voice of the customer by providing insights to internal teams that influence product development, roadmap prioritization, and process improvements
• Serve as a creative leader and mentor within the Customer Success organizations, sharing best practices, developing enablement materials, and supporting the growth of CSMs and Customer Success Specialists (CSSs)
• Experienced in building scalable CS playbooks, leading high-impact sales and implementation pitches, and producing tailored marketing materials that accelerate customer adoption and retention
• Demonstrates a deep understanding of state-level political, policy, and budget initiatives that influence district decision-making, funding priorities, and program adoption
• Take personal ownership of your customers’ success, demonstrating a proactive, solution-oriented mindset and an unwavering commitment to outcomes
• Leverage critical thinking and problem-solving skills to navigate complex customer scenarios with professionalism and empathy
• Apply active listening and consultative questioning to uncover needs beyond surface-level requests, delivering tailored recommendations that drive long-term success
• Contribute to the ongoing development and scalability of Customer Success processes and tools to support a growing enterprise customer base
• Must be willing to travel at times to engage with customers face-to-face (Approximately 25% - 35%)
• Understand and display WLT’s values
• Other duties as assigned

Requirements:

• 10+ years of experience in Customer Success, Account Management, or related roles, preferably in the K–12 education or EdTech industry
• Proven track record of meeting or exceeding retention and expansion targets within an enterprise customer portfolio
• Deep understanding of the K–12 education landscape, including the needs of district and school-level stakeholders
• Exceptional interpersonal skills with the ability to build trust and influence across all levels of an organization, from frontline implementers to superintendents and executives
• Strong analytical skills and ability to use customer data to guide decision-making and drive value
• Demonstrated ability to manage complex customer relationships and navigate cross-functional collaboration
• Proactive problem solver with a customer-first mindset and a knack for resolving challenges with creativity and empathy
• Experience leading Executive Business Reviews and articulating product ROI to senior leadership
• Comfortable working in a fast-paced, evolving environment, with a high degree of personal accountability
• Experience mentoring others and contributing to process improvement within a growing Customer Success organization
• Ability to travel to client sites for client visits
• Bachelor's Degree or related work experience
• Familiarity with and comfort learning CS tools and platforms such as Salesforce, Netsuite, Vidyard, Power BI, or similar is a plus