Customer Success Specialist, Pennsylvania/Ohio (remote)
Job Description
Company Overview
EPS Learning provides Science of Reading–aligned PreK–12 literacy solutions that help schools deliver effective, evidence-based instruction. Our portfolio includes trusted programs such as SPIRE®, SPIRE Up®, and Wordly Wise 3000®, supporting students across all tiers of instruction through print, digital, and blended learning solutions. We partner with districts nationwide to strengthen literacy outcomes and expand access to ESSA-aligned, evidence-based practices.
Backed by a private equity partner, EPS Learning continues to invest in product innovation and go-to-market capabilities to support long-term growth and impact. If you are motivated by meaningful work and want to help improve literacy outcomes for students across the country, you’ll find a collaborative, mission-driven team at EPS Learning committed to making a difference in classrooms every day.
Position Summary
We are looking for a Customer Success Specialist who partners with K–12 schools and districts to ensure the successful onboarding, implementation, and adoption of EPS Learning digital and hybrid curriculum solutions across multiple product lines with a focus on literacy. This role takes a proactive, consultative approach to customer engagement, supporting districts and schools throughout the full implementation lifecycle to drive instructional impact and long‑term success. Working cross‑functionally with Sales, Professional Learning, Product, and Technical Support teams, the Customer Success Specialist helps ensure a seamless, high‑quality customer experience from initial launch through sustained use.
This position will be working with clients in the Northern region of the United States. Ideal candidates will be based in Pennsylvania or Ohio and have the ability to travel periodically across multiple States.
Responsibilities
- Manage an assigned portfolio of strategic accounts. The ideal candidate will use discretion to prioritize their time, creating and implementing engagement strategies based on account size, and health attributes.
- Evaluate assigned portfolio of small and mid-market partnerships to determine appropriate engagement and communications, helping them realize the full value of their purchase to drive continued implementation and annual purchasing.
- Monitors post-sale fulfillment activities for physical, digital, and service components to ensure completion for a timely launch with students.
- Coordinates with the sales team to execute successful transitions.
- Maintain customer implementation contact information in key systems to keep an open channel of communication with both the customer and sales.
- Coordinates with the sales and marketing teams to cultivate and highlight exceptional implementations and educators for referrals, case studies, and deeper customer engagement.
- Provides pre‑sale planning support for strategic and managed accounts, including solution consultations and execution of paid pilots in partnership with Sales.
- Develop a process and communication plan with sales when identifying cross-sell, up-sell, and Customer Health indicators.
- Liaison with technical support to resolve technical issues related to successful use of EPS’s digital programs.
- Liaison with professional learning to resolve training, coaching, and usage gaps related to implementation of EPS’s programs with fidelity.
- Within your portfolio accounts, at times you may need to travel onsite to the customer as part of a strategic onboarding, renewal, or escalation necessary to ensure a successful customer experience. This type of travel would likely be quarterly, and align to appropriate academic calendar milestones like back-to-school or end of school.
Qualifications
- Bachelor’s degree preferred.
- 2-4 years’ experience supporting customer curriculum implementations and ongoing needs in an educational setting.
- Preferred Knowledge and Skills
- Experience with project management, customer service, sales support, or sales.
- High level of comfort with technology and ability to pick up new software quickly.
- Prior CRM experience preferred.
- Ability to work effectively with team members in remote locations.
- Ability to craft and maintain standard work documentation for both process and content standards.
Benefits and Perks
- We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
- Other rewards include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance, generous PTO, sick and paid holidays, as well as employer paid life and short & long term disability insurance.
- We provide you with a laptop for your home office and a flexible remote-first work culture.
Compensation Range: The pay range for this position is $60,000 - $70,000 in annual salary. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions. Base pay is one component of EPS Learning's total compensation package, which also includes a generous benefits package, 401k plan, as well as bonus or commission.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.