Customer Success Specialist

At Imagine Learning, we Empower Potential
- in students, educators, and each other. As the leading provider of digital-first K–12 curriculum solutions, we’re committed to igniting learning breakthroughs that spark curiosity, creativity, and confidence. Every day, our team designs innovative tools that help educators personalize instruction and engage students in meaningful ways. We’re shaping the future of learning through our
Curriculum-Informed AI™approach - technology that understands instructional context, respects educator judgment, and transforms how teachers personalize learning at scale to unlock each student’s potential. Together, we’re reimagining what’s possible and
transforming education
.

That same spirit of innovation and purpose drives our team culture. At Imagine Learning, you’ll find opportunities for meaningful work, continuous growth, and connection with passionate colleagues who care deeply about making a difference. We celebrate collaboration, embrace change, and believe in lifelong learning - for our students and ourselves.

As a remote-friendly company, Imagine Learning offers flexible work arrangements across the U.S. and internationally. Most of our U.S.

-based employees work from home or on a hybrid schedule at one of our office locations in Tempe, AZ (HQ), Austin, TX, Petaluma, CA, Rock Rapids, IA, or Stamford, CT.

The Customer Success Specialist acts as a trusted partner to our small and mid-sized customers, delivering high-quality support without being assigned to specific accounts. Operating within a collaborative, queue-based team, this role ensures timely, empathetic, and accurate responses to a wide range of customer needs. By focusing on scalable service delivery and proactive issue resolution, the Specialist plays a vital role in driving customer satisfaction, retention, and overall success.

This is a regular, full-time position, reporting to the Customer Success Director.

Base pay is anticipated to be between $65,972.00 and $68,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

In this US-based position your location will be remote in Eastern Standard Time zone.

You can also expect up to approximately 15-50% travel, so be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months.

• Respond to customer inquiries via Zendesk with empathy, accuracy, and urgency.
• Troubleshoot product issues and elevate complex issues to internal teams.
• Provide guidance on product usage, implementation, and account setup.
• Initiate outreach based on lifecycle milestones (e.g., onboarding, mid-year check-ins, renewal prep).
• Share personalized tips, resources, and best practices based on customer activity and common use cases.
• Identify underutilizing customers and provide targeted recommendations to increase engagement.
• Follow up on resolved tickets to ensure satisfaction and offer additional support.
• Participate in campaigns to promote new features, seasonal readiness, or instructional strategies.
• Surface customer feedback and insights to inform product development and broader success strategies.
• Maintain detailed documentation of customer interactions and resolutions.
• Contribute to internal process improvements, automation efforts, and knowledge base development.
• Partner closely with Sales pre‑sale, and throughout the entire customer journey.
• Other…