Customer Success Specialist

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This range is provided by Really Great Reading. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$67,500.00/yr - $75,000.00/yr

Commission

The Customer Success Specialist plays a critical role in ensuring customers successfully adopt and sustain Really Great Reading programs. This role combines deep product expertise, high-quality professional development delivery, and proactive customer success engagement. The Customer Success Specialist is responsible for customer onboarding, implementation with fidelity, ongoing coaching and support, and securing renewals and identifying expansion opportunities.

In addition, the Customer Success Specialist is accountable for maintaining accurate pipeline and renewal forecasting, executing consistent Hub Spot hygiene, and partnering closely with the Customer Success Regional Director to drive regional retention and growth.

• Lead end-to-end customer onboarding, ensuring administrators and educators receive timely training, setup support, and implementation guidance.
• Deliver high-quality professional development training, workshops, webinars, modeling sessions, and small group coaching to build product competency and instructional fidelity.
• Guide schools in using assessment and instructional data to inform grouping and instructional decisions.
• Maintain expert-level knowledge of RGR curriculum, assessments, digital tools, and instructional approaches.

• Serve as the primary post-sales point of contact for assigned schools and districts, building strong relationships with educators and leaders.
• Provide proactive outreach through periodic touchpoints with key customers and other outreach to ensure product usage, strong engagement, and adoption of best practices.
• Troubleshoot customer challenges, elevate issues appropriately, and ensure timely resolution.
• Proactively monitor customer health metrics and other indicators to partner with customers to improve usage and mitigate risks early.
• On a daily basis, monitor and manage tickets assigned to you or created by you from customer support needs and requests.
• Maintain accurate and up-to-date customer notes, renewal information, activity logs, and pipeline data in Hub Spot.
• Update opportunity stages, amount, next steps, and close dates using RGR standards.
• Forecast renewal likelihood and customer health status, contributing to weekly and monthly regional forecasting processes.
• Ensure all account data meets Hub Spot hygiene expectations, including timely updates and consistency with internal documentation requirements.

• Identify expansion opportunities through regular conversations, data analysis, and observation of customer needs; including new grades, additional schools, or additional RGR solutions.
• Partner closely with Regional Partners (Field Sales) to maximize expansion opportunities by:
  • Sharing customer insights, usage data, and implementation milestones.
  • Aligning on regional expansion priorities and target accounts.
  • Conducting joint tri-annual meetings to uncover potential growth areas.
  • Coordinating outreach strategies that strengthen the expansion pipeline.
• Qualify and pass high-quality expansion leads to Regional Partner with clear context, timing, need, and decision-making insights.
• Collaborate collaboratively with Regional Partners during follow-up conversations to ensure a smooth handoff and a unified customer experience.

• Work collaboratively with Sales, Curriculum, Marketing, and Operations to enhance customer experience and support successful implementations.
• Provide feedback on implementation challenges, product needs, and customer trends to help improve future offerings.
• Support national events, conferences, trade shows, and district presentations as needed.

Customer Success, Support & Implementation

• Onboarding Completion Rate: 100% of assigned customers complete…