Imagine Learning · 18 hours ago
Customer Success Specialist
United States
Full-time
Hybrid
Entry, Mid Level
$66K/yr - $68K/yr
2+ years expImagine Learning is a leading provider of digital-first K–12 curriculum solutions, committed to igniting learning breakthroughs. The Customer Success Specialist acts as a trusted partner to small and mid-sized customers, ensuring timely and accurate responses to customer needs while driving satisfaction and retention.
EdTechEducationLanguage LearningSoftwareTraining
Responsibilities
Respond to customer inquiries via Zendesk with empathy, accuracy, and urgency
Troubleshoot product issues and escalate 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 duties as required
Qualification
Required
Bachelor's degree in a related field and at least 2 years of experience managing customer relationships at an education technology company; or an equivalent combination of education and experience
Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration
Direct and proven work with establishing strategic outcomes and measurements
Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer
High energy level, drive to succeed, and a sense of urgency
Ability to use and interpret data analytics and spreadsheets
Excellent communication skills and analytical skills
This position is remote but may require approximately 15-50% travel, given your assigned territory
Preferred
Experience working with and presenting results to senior level executives preferred
Proficiency within a fast-paced, growth organization is ideal
Benefits
Multiple health, dental, and vision plans, including medical plans with zero employee premiums
401k plan with a company match
16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
Paid Time Off
Comprehensive maternity and fertility/family building benefits
Paid bonding leave when a new child joins your family
Access to on-demand mental health resources
Life and short and long-term disability insurance
Pre-tax savings plans
Paid volunteer time off
A wide variety of professional development programs, including tuition reimbursement
Work from home opportunities that foster work/life balance
Company
Imagine Learning
Imagine Learning provides digital-first curriculum solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Sorenson Capital
2014-04-07Acquired
2010-11-23Private Equity
Leadership Team
Susan W. Preator
Co-founder and owner
Waseem Alam
Chief Financial & Corporate Development Officer
Recent News
Company data provided by crunchbase