Customer Success Specialist at Wilson Language Training Corporation Oxford, MA

Customer Success Specialist

Department:
Customer Experience
•

Location:

Here at Wilson Language Training

We are committed to working together for our mission to achieve literacy for all. Literacy is a fundamental right that should be attainable for everyone. We strive to reflect this belief in our work and are dedicated to ensuring every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work.

This entry-level Customer Success Specialist (CSS) will serve as the primary post‑sales point of contact, supporting customers and ensuring they have a great experience. The goal is to retain existing business and support expansion within the account portfolio.

• Engage customers and resolve customer requests and complaints.
• Continually surprise and delight customers with a proactive, customer‑centric attitude.
• Work with other 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 it to appropriate internal stakeholders as part of the ongoing improvement cycle.
• Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS.
• Understand and display WLT’s values.
• Other duties as assigned.

• Passion for service.
• Patient and active listener.
• Knowledge of best practices in customer service and retention.
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
• Self‑awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.
• Excellent communication and interpersonal skills.
• Experience in the field of education, school/district leadership, educational publishing/technology (preferred).
• Self‑driven and proactive nature.
• High computer literacy and ability to quickly learn new software applications.
• Education or certification:
  Bachelor’s Degree or related work experience.

• Medical, dental, vision, and Life & Disability Insurance.
• 401(k) plan with partial employer match.
• Paid Time Off and paid holidays.
• Tuition reimbursement.
• “O’Connor days,” which refers to a company‑wide office closure between Christmas and New Year’s Eve.
• Other perks.

Anticipated Salary Range: $60,000 – $65,000.