{"id":3359279,"url":"https://alion.io/job/follett-software-customer-success-specialist","title":"Customer Success Specialist","company":{"id":6894,"name":"Follett Software","domain":"follettsoftware.com","url":"https://alion.io/company/follettsoftware","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":289},"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"closed","first_seen_at":"2026-10-27T17:56:40Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-04T01:09:49Z","board_verified":false,"closed_at":"2026-11-04T01:09:49Z","days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"Company Overview: \nEverything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.\n\nPOSITION SUMMARY \n\nAs a Customer Success Specialistyour job is to ensure existing customers maintaintheir investment with Follett Software. Your goal is to achieve a high retention rate for the assigned customers. You will manage the contract renewal cycle for an assigned group of customers within the U.S. .You will serve as the primary point of contact for your assigned customers during the renewal process and handle the client renewal from beginning to end including creating an accurate renewal quote, modifying the quote as needed, documenting all client interactions, communicating to the customer, and negotiating as needed to ensure each customer renews. You will provide proactive outreach to customers ahead of contract expirationand will follow a standard renewal playbook for client communications and contract negotiations. You may also at times provide operational support for creating and updating customer quotes for larger renewals that are owned by the Customer Success Management team. You will also collaborate with the sales and sales proposal teams as needed for upsell/cross-sell opportunities that are uncovered during the renewal process. As a Customer Success Specialist, you will maintaina strong knowledge of Follett Software products and/or services as well as all contract/license agreement service terms, pricing, limitations, etc. \n\nPOSITION SCOPE \n\nHandles all operational aspects of creating renewal quotes for customers and owns the communication and delivery of quotes to assigned customers. \nReviews and tracks renewal calendar for assigned customer base. \nProactively identifies customer needs and concerns prior to the start of the 90 - day renewal time period to build an accurate quote. \nConfigures and provides accurate renewal quotes to customers 90 days in advance of the contract renewal date. \nUses standard playbook for written communication when sending accurate renewal quote to each customer. \nMay at times provide support for renewal creation for the largest strategic customers for the Customer Success team to manage, negotiate and deliver to customers. \nConsults and negotiates with customers before and during the 90 -day renewal period to resolve any outstanding questions or challenges and leverages the sales team or customer success management as necessary. \nDocuments all client communications accordingly and confirms receipt of quote and customer’s plan to renew. \nDrives incremental revenue opportunities during contract renewal discussions and works with Sales and Customer Success teams for proper follow up. \nPrepares monthly and/or quarterly reports on customer base and status (intent to renew) of upcoming renewals for each customer assigned. \nProvides input on activities related to the renewal process and opportunities for process improvements. \nParticipate in quarterly sales review meetings and Customer Success teams to understand company forecasts, retention rates, reasons for non-renewal and customer relationship challenges. \nOther duties and tasks as assigned.\n\nQUALIFICATIONS \n\nEducation: Associate’s degree or equivalent \n2+ years of Customer Success, Sales Development or Business Development Experience \nPrefer experience working for a B2B SaaS company or K12 Experience and/or Follett Destiny Library Software experience \nTrack record of meeting or exceeding goals in an individually focused, quota carrying role. \nExperience in Account Renewal, Account Management or Customer Success in K12 industry is preferred but not required. \nThe ability to understand and articulate each client's unique buying cycle, procurement stage and purchasing vehicle as early in the process as possible is critical and key to success in this role. \nSpecialized computer knowledge with technical aptitude for using Salesforce or other CRM solutions software. \nSalesforce and Gainsight experience are preferred but not required. \nThrives in fast-paced environments, embraces challenges with a \"can-do\" attitude, is independent and demonstrates proactive strong problem-solving skills. \nPassionate about understanding and solving customer needs with a strong history of customer outcome focused roles. \nEffective interpersonal and written and verbal communication skills. \nPreferred experience with Salesforce CPQ and at least beginner level Microsoft Word and Excel. \nProficient PC and technical/software skills. \n\nWORK ENVIRONMENT \n\nThis role is remote and only open to candidates currently located in the United States and able to work without sponsorship. \nIt requires a suitable space that provides a private and quiet workplace. \nWork hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. \n\nPHYSICAL REQUIREMENTS \n\nPerform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. \nProlonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. \nFrequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. \nOccasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. \nTravel requirements: Minimal (less than 10%) \n\nThis job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. \nEEO\nFollett Software providesequal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interestedin applying for employment and need assistanceor an accommodationin the application process due to a disability, please contact us by emailand let us know the nature of your request and your contact information. \n Email: \nCCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf","description_format":"text","description_chars":7548,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms"],"lifecycle":[{"event":"open","at":"2026-10-27T20:48:28Z"},{"event":"close","at":"2026-11-04T01:09:49Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":102500,"route":null,"cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/follett-software-customer-success-specialist","json_url":"https://alion.io/job/follett-software-customer-success-specialist.json","meta":{"generated_at":"2026-11-10T22:44:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":599,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6894},"rest":"https://alion.io/mcp/rest/get_company?id=6894"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffollett-software-customer-success-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffollett-software-customer-success-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffollett-software-customer-success-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/follett-software-customer-success-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffollett-software-customer-success-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3359279}},{"tool":"search_jobs","arguments":{"company":"follettsoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3359279},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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