Client Success Specialist

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 a...