Customer Success Manager

$51,000 - $74,000/Yr

Wilson Language Training - Oklahoma City, OK

posted 28 days ago

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
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