K-12 Customer Success Specialist

Position Overview

The Customer Success Specialist provides day-to-day operational and customer support across both customer success initiatives and benchmark assessment services, helping ensure a seamless and reliable experience for K–12 school and district partners. This role is central to supporting the planning, administration, and reporting of benchmark assessments while also contributing to ongoing customer engagement and account support activities.

This opportunity is well-suited for someone early in their career who is interested in education, customer success, or edtech. The role requires strong attention to detail, clear communication, and the ability to manage multiple priorities in a fast-paced environment. It plays an important part in ensuring smooth execution of benchmark services and delivering a high-quality experience for K-12 school and district partners across the school year.

The Customer Success Specialist reports to the Senior Director of Customer Success and Benchmark Services.

Key Responsibilities

Customer Success Support

• Assist Services team in supporting K-12 district partners throughout the school year
• Help coordinate meetings, track customer goals, and maintain account documentation
• Respond to customer inquiries and ensure timely follow-up or escalation as needed
• Track tasks, timelines, and deliverables across customer success and benchmark services workflows

Benchmark Assessment Support

• Assist in the coordination of K-12 benchmark assessment cycles, including setup, scheduling, and readiness checks
• Support the customized assessment planning process by helping gather district checklists and assessment schedules 
• Monitor assessment windows and help ensure districts are prepared for successful administration
• Assist with benchmark support and help troubleshoot basic benchmark issues

Project & Operational Coordination

• Track tasks, timelines, and deliverables across customer success and benchmark services workflows
• Maintain internal systems, documentation, and trackers to ensure accurate and up-to-date information
• Support cross-functional coordination with Product, Content, and Services teams
• Identify and escalate risks or delays that could impact customer experience or assessment timelines

Process & Administrative Support

• Maintain documentation, templates, and standard operating procedures
• Assist in improving workflows and identifying opportunities for greater efficiency
• Provide general administrative and operational support to both Customer Success and Benchmark Services teams
• Assist in preparing summaries or materials for customer meetings and internal reviews
• Leverage collaboration tools (e.g., Google Workspace, Microsoft Office, Adobe, Slack, FreshDesk, proprietary software) to support workflows (e.g., customer communication, internal tracking, assessment management) and documentation

Required Skills & Attributes

• Bachelor’s degree or equivalent experience
• 1–3 years of experience in education, customer support, operations, or edtech
• Strong organizational skills and attention to detail
• Excellent communication and responsiveness
• Ability to manage multiple tasks and deadlines simultaneously
• Excellent written and verbal communication skills
• Collaborative team player
• Significant experience with Google Workspace