Customer Success Specialist (CST and or EST)

Great Purpose. Great People. Great Opportunities.

At Imagine Learning, we Empower Potential - in students, educators, and each other. As the leading provider of digital-first K–12 curriculum solutions, we’re committed to igniting learning breakthroughs that spark curiosity, creativity, and confidence. Every day, our team designs innovative tools that help educators personalize instruction and engage students in meaningful ways. We’re shaping the future of learning through our Curriculum-Informed AI™ approach - technology that understands instructional context, respects educator judgment, and transforms how teachers personalize learning at scale to unlock each student’s potential. Together, we’re reimagining what’s possible and transforming education.

That same spirit of innovation and purpose drives our team culture. At Imagine Learning, you’ll find opportunities for meaningful work, continuous growth, and connection with passionate colleagues who care deeply about making a difference. We celebrate collaboration, embrace change, and believe in lifelong learning - for our students and ourselves.

As a remote-friendly company, Imagine Learning offers flexible work arrangements across the U.S. and internationally. Most of our U.S.-based employees work from home or on a hybrid schedule at one of our office locations in Tempe, AZ (HQ), Austin, TX, Petaluma, CA, Rock Rapids, IA, or Bloomington, MN.

Imagine Your Impact.

The Customer Success Specialist acts as a trusted partner to our small and mid-sized customers, delivering high-quality support without being assigned to specific accounts. Operating within a collaborative, queue-based team, this role ensures timely, empathetic, and accurate responses to a wide range of customer needs. By focusing on scalable service delivery and proactive issue resolution, the Specialist plays a vital role in driving customer satisfaction, retention, and overall success.

For more information on what it’s like to work at Imagine Learning, including our culture, benefits, and products, visit usHERE.

To learn more about a typical applicant journey at Imagine Learning, clickHERE.

Position Information: This is a regular, full-time position, reporting to the Customer Success Director.

Compensation: Base pay is anticipated to be between $65,972.00 and $68,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location: In this US-based position your location will be remote; to be considered, you must reside in the CT and/or ET Time Zones.

Travel: You can also expect up to approximately 15-50% travel given your assigned territory; be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months.

Benefits: Imagine Learning provides a comprehensive benefits program to eligible employees, including:

• 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

Envision Your Experience.

In this role you’ll have the opportunity to:

• 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.

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

• Bachelor’s degree in a related field and at least 2 years of relevant experience, which may include classroom teaching or instructional roles, supporting product implementations or onboarding, customer support, or supporting customer accounts in an education or education technology environment; 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.

• Experience working with and presenting results to senior level executives preferred.

• Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer.

• Elevated level of energy, a demonstrated drive to succeed, and a keen sense of urgency.

• Ability to use and interpret data analytics and spreadsheets.

• Proficiency within a fast-paced, growth organization is ideal.

• Excellent communication skills and analytical skills.

• This position is remote but may require approximately 15-50% travel, given your assigned territory.

At Imagine Learning, we believe our work is strongest when people feel respected, supported, and encouraged to contribute their unique perspectives. We strive to create a welcoming workplace where employees can learn from one another, grow together, and build educational experiences that reflect the world of our learners.

Imagine Learning is an Equal Opportunity Employer committed to providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws.

To all recruitment agencies: Imagine Learning does not accept agency resumes. Please do not submit candidates for consideration via our online application system, to Imagine Learning employees, or to any other organization location. Imagine Learning is not responsible for any fees related to unsolicited resumes.