Customer Success Manager

$51,000 - $74,000/Yr

Wilson Language Training - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Publishing Industries

About the position

The Customer Success Manager (CSM) at Wilson Language Training is responsible for managing account relationships and ensuring customer satisfaction within a portfolio of clients. This role focuses on supporting ongoing program implementations, retaining existing business, and facilitating expansion opportunities. The CSM acts as the primary point of contact for customers, promoting a customer-centric culture and collaborating with various internal teams to enhance the customer experience.

Responsibilities

• Engage customers as part of an assigned portfolio and build strong working relationships with K-12 school leaders.
• Surprise and delight customers with a proactive, customer-centric attitude, resolving requests and complaints.
• Work with internal teams to ensure seamless transitions throughout the customer journey.
• Minimize churn and optimize user adoption to drive renewals and expansion.
• Collect customer feedback and communicate to appropriate internal stakeholders for ongoing improvement.
• Ensure high customer engagement and satisfaction as measured by retention and expansion opportunities.
• Analyze customer data to improve customer experience.
• Collaborate with multiple internal teams to enhance the customer success unit.
• Communicate a clear understanding of the organization’s products and policies.
• Stay informed of new and ongoing developments and projects with product teams.
• Understand and display Wilson Language Training's values.
• Perform other duties as assigned.

Requirements

• Passion for service
• Patient and active listener
• Knowledge of best practices in customer service and retention
• Exceptional organizational and project management skills
• Self-awareness and decisive judgment
• Attention to detail and goal orientation
• Proficient with applicable software applications
• Excellent communication and interpersonal skills
• Experience in education, school/district leadership, or educational publishing/technology
• Highly organized and able to juggle multiple tasks
• Self-driven and proactive nature
• Demonstrated leadership qualities
• High computer literacy and ability to learn new software
• Team-first mindset with a focus on continuous improvement
• Bachelor's Degree or related work experience

Benefits

• Medical, dental, vision, and Life & Disability Insurance
• 401k plan with partial employer match
• Paid Time Off
• Paid holidays
• Tuition reimbursement
• Company-wide office closure between Christmas and New Year's Eve
• Other perks