Position Summary:

The Client Success Specialist (CSS) is a vital member of the Client Success team—the cornerstone of Penn Foster Group’s B2B/Enterprise Solutions business. In this role, you will manage a portfolio of client accounts with full ownership of service delivery, stakeholder communication, and financial outcomes. Working closely with an experienced Client Success Manager (CSM), you’ll develop your skills in client relationship management while ensuring high levels of client satisfaction, renewal, and growth. This role offers a unique opportunity for an emerging professional who values autonomy, collaboration, and making a measurable impact within a growing and mission-driven team.

Essential Job Functions:

• Serve as the primary liaison between assigned clients and internal teams, advocating for client needs and ensuring delivery of value.
• Proactively manage and renew contracts, aligning terms with client goals and business priorities.
• Build consultative, strategic relationships with client stakeholders to drive engagement, retention, and expansion.
• Analyze and communicate performance data to support decision-making and demonstrate ROI.
• Lead regular business reviews that align program outcomes with client objectives.
• Expand strategic relationships by identifying key contacts within client organizations.
• Develop deep expertise in client preferences and program pathways to better tailor solutions.
• Partner with internal stakeholders across Sales, Marketing, Product, Academic, and Student Support to coordinate delivery.
• Track and communicate client trends, pain points, and successes to inform proactive service.
• Gather and elevate client feedback to influence product and service enhancements.
• Surface account growth opportunities and collaborate with your manager to pursue them.
• Maintain consistent stakeholder communication with timely updates and account reporting.

Knowledge, Skills, Abilities:

• Customer-centric mindset: Able to view relationships through the lens of decision-makers, students, and influencers alike, creating tailored, consultative solutions.
• Project management: Comfortable managing multiple priorities and timelines, while following structured processes to ensure delivery and quality.
• Communication skills: Skilled at storytelling with data—able to craft compelling narratives that reinforce value, build trust, and drive action.
• Adaptability: Agile in the face of change; proactive and comfortable with ambiguity.
• Analytical thinking: Proficient in using performance data to generate insights and recommend strategies.
• Influence and leadership: Able to guide client conversations and internal coordination without direct authority.
• Growth mindset: Eager to learn, grow, and push beyond comfort zones to continuously improve performance and client outcomes.

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

This position is fully remote in AL, AZ, CO, CT, DC, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, NC, NE, NH, NJ, NY, OH, OK, PA, SC, TN, TX, UT, VA, WA, WI only.