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Wilson Language Training
Wilson Language Training
201 – 500 Employees
EducationNon-profitTraining
Wilson Language Training develops Structured Literacy programs and educator training to support students with dyslexia and other literacy challenges. Its offerings include Fundations® and the Wilson Reading System®, along with professional learning workshops and implementation resources that help educators deliver evidence-backed reading instruction. As an education, training, and nonprofit organization, Wilson works to strengthen literacy outcomes and help learners build independent reading skills.
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Customer Success Manager, Onsite United States | Wilson Language Training

Own strategic customer relationships for Wilson Language Training’s K-12 literacy programs. Lead adoption, implementation support, renewals, expansion, training, and revenue retention across assigned accounts.

USUnited States
$75,000 – $90,000 / year
On-siteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Own day-to-day relationships for a designated customer portfolio.
  • Guide account management activities and help customers implement programs successfully.
  • Coordinate with internal partners to advance customer outcomes and organizational objectives.
  • Protect existing accounts while identifying paths for broader adoption.
  • Work with Sales and Account Executives on renewals, expansions, and qualified growth opportunities.
  • Handle post-sale questions and provide responsive customer support.
  • Strengthen account relationships while improving satisfaction and long-term retention.
  • Coordinate closely with Onboarding, Sales, and Professional Services.
  • Deliver tailored support to strategic and top-tier accounts through onsite engagement and executive relationship management.
  • Investigate and resolve customer concerns and complaints.
  • Increase user adoption to support renewals and account growth.
  • Lead onsite and virtual enablement, product instruction, and professional learning activities.
  • Visit priority districts and schools and represent Wilson Language Training at customer and community events.
  • Gather customer input and share relevant insights with internal stakeholders.
  • Track engagement, satisfaction, retention, net revenue retention, health scores, and expansion potential.
  • Use customer data to identify ways to improve the overall experience.
  • Work cross-functionally to strengthen customer success practices and operations.
  • Stay current on products, services, policies, company developments, and active projects.
  • Complete additional responsibilities as assigned.

Requirements

  • Genuine commitment to delivering excellent service.
  • Patient, attentive, and engaged listening style.
  • Understanding of effective customer service and retention practices.
  • Outstanding organizational and project coordination abilities.
  • Capacity to establish goals and manage numerous initiatives with limited direction.
  • Self-aware, decisive, detail-focused, organized, adaptable, and results-oriented approach.
  • Working proficiency with relevant software tools.
  • Strong written, verbal, and interpersonal communication skills.
  • Background in education, school or district leadership, educational publishing, or education technology.
  • At least three years of experience with literacy instruction, structured literacy or the science of reading, reading intervention, or K-12 English Language Arts curricula.
  • Thorough understanding of K-12 education and literacy or curriculum publishing, including district decisions, funding timelines, and procurement.
  • Strong organizational skills with the ability to manage competing priorities.
  • Initiative-driven and proactive working style.
  • Evidence of effective leadership.
  • Ability to uncover expansion opportunities, articulate value, and address objections during renewal and growth discussions.
  • Experience working with Sales or Account Executives through shared account ownership.
  • Able and willing to travel to priority districts and schools when required.
  • History of contributing to renewal, expansion, and revenue objectives.
  • Strong computer skills and the ability to become proficient in new software.
  • Collaborative, team-oriented outlook and commitment to ongoing improvement.
  • Bachelor’s degree or comparable professional experience.

Benefits

  • Medical, dental, vision, and life and disability insurance coverage.
  • 401(k) plan with a partial employer contribution.
  • Paid time off.
  • Paid holidays.
  • Tuition reimbursement.
  • Companywide office closure between Christmas and New Year’s Eve, known as “O’Connor days.”
  • Additional employee perks.

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