Senior Customer Success Manager

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. Are you ready to be a changemaker?

Wilson Language training is growing and is looking to hire a Senior Customer Success Manager.

Our company is growing and looking to hire a Sr. Customer Success Manager (SCSM) to join our team. As an Sr. Customer Success Manager – Education Industry, you will be a key strategic partner to K–12 district leaders, as their trusted Wilson Advisor, driving customer engagement, adoption, and long-term value from our solutions. You will own a portfolio of accounts and be accountable for revenue retention and growth by building trusted relationships, understanding customer goals, and guiding them through every stage of the customer journey. Your success will be measured by renewal rates, expansion revenue, customer satisfaction, and product adoption metrics. This is a highly collaborative role both internally and externally, requiring strong communication, analytical thinking, and a proactive mindset. You'll also play a leadership role within the Customer Success team by mentoring peers and contributing to scalable, customer-centric processes.

Essential Job Functions:

• 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

Minimum Requirements:

Skills and Experience

• Passion for service, helping others and seeing your customers and team succeed
• 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
• Familiarity with and comfort learning CS tools and platforms such as Salesforce, Netsuite, Vidyard, Power BI, or similar is a plus
• Ability to travel to client sites for client visits

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
• Tuition reimbursement
• "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: $61,400 - $90,067.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V