Customer Success Specialist

Job Summary

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 HubSpot hygiene, and partnering closely with the Customer Success Regional Director to drive regional retention and growth.

ResponsibilitiesCustomer Onboarding & Implementation

·        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.

Ongoing Coaching, Support & Relationship Management

·        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, escalate 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. 

Renewals & Expansion SupportForecasting, Pipeline Management & HubSpot Hygiene

·        Maintain accurate and up-to-date customer notes, renewal information, activity logs, and pipeline data in HubSpot.

·        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 HubSpot hygiene expectations, including timely updates and consistency with internal documentation requirements.

Expansion Responsibility & Partnership

·        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:

o  Sharing customer insights, usage data, and implementation milestones.

o  Align on regional expansion priorities and target accounts.

o  Conduct joint tri-annual meetings to uncover potential growth areas.

o  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.

Cross-Functional Collaboration

·        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, tradeshows, and district presentations as needed.

Key Performance Indicators (KPIs)Customer Success, Support & Implementation

·        Onboarding Completion Rate: 100% of assigned customers complete onboarding milestones

·        Implementation Fidelity: Consistent delivery of coaching and support touchpoints as defined by regional plan

·        Customer Health: 90%+ of key accounts are pro-actively monitored and engaged when scored "healthy" based on usage and educator/student engagement criteria

·        Ongoing Support: Within 24 hours, create a ticket and respond to all customer inquiries or support needs. Within 24 hours, respond to all customers tickets with the status of “In Progress” or “Waiting on Us”.

Renewals & Expansion

·        Renewal Readiness Activities: 100% of accounts receive proactive renewal outreach per timeline. Achieving 100% of renewal goal.

·        Expansion Opportunities: 80% of tri-annual meetings are delivered to identify and uncover expansion opportunities.

·        Renewal Pipeline Contribution: Accurate and timely updates supporting regional renewal goals

Forecasting & Data Management

·        Forecast Accuracy: Within ±10% of actual revenue outcomes for assigned accounts

·        HubSpot Hygiene:

o  100% of accounts kept updated with all recent communications and interactions

o  No overdue tickets older than 14 days

o  Complete and accurate activity and opportunity entries

Professional Development Delivery

·        Training Quality Scores: Achieve or exceed customer satisfaction benchmarks for PD delivery

·        Deliverables Completion: All assigned implementations, workshops, webinars, support, and coaching sessions delivered on time

Required Education & Skills

·        Bachelor’s degree in education or a related field, or equivalent experience

·        3+ years of experience with RGR products or similar instructional programs

·        Strong facilitation and professional development delivery skills

·        Excellent communication, relationship-building, and customer-facing abilities

·        Strong organizational skills; able to manage multiple projects simultaneously

·        Data fluency and comfort with technology-based tools

·        Experience using HubSpot or similar CRM (preferred)

·        Ability to travel 25% or up to 60 days annually (includes travel days).

Work Environment & Physical Requirements

This is a remote role with travel. The position involves regular use of a computer, phone, and virtual communication tools. Physical requirements include:

·        Sitting or standing for extended periods

·        Frequent use of keyboard and mouse

·        Regular viewing of digital screen