Account Engagement Specialist
Home Office: Princeton, NJ
Remote Role
Who We Are
Learning Ally is an educational literacy organization committed to delivering high-quality solutions that engage students, empower educators, and improve student literacy outcomes. For more than 75 years, Learning Ally has partnered with educators, schools, and districts to provide literacy solutions and professional learning that strengthen instructional practice and expand opportunities for students.
About the Role
The Account Engagement Specialist owns Learning Ally's low-touch, high-volume accounts — private and charter schools, and public accounts with fewer than three building sites. You are responsible for keeping a large book of accounts renewing and actively using the product, working through scaled outreach and engagement data rather than deep, individualized relationship management. This role is the front line for making sure no account goes quiet.
What You'll Do
Account Engagement
• Manage a high-volume book of low-touch accounts through scaled, systematic outreach • Monitor login frequency, feature utilization, and other engagement signals across your full book; identify accounts trending toward disengagement early
• Trigger proactive check-ins and resources for accounts showing declining engagement, before it becomes a renewal risk
• Design and execute the school-year communication strategy and content for your assigned accounts, leveraging data and automated outreach to proactively drive engagement, adoption, success actions, and renewal.
• Respond promptly to inbound questions and requests, serving as the accessible point of contact for your accounts
Renewal & Retention
• Own the renewal process for every account in your book, tracking contract dates and initiating outreach on a defined timeline
• Use engagement data to build a simple, evidence-based case for renewal with each account • Flag accounts with sustained low engagement or renewal hesitancy to your Director for additional support
• Maintain accurate renewal forecasting across your full book
Cross-Functional Collaboration
• Coordinate with Delivery Success on onboarding handoffs for new accounts entering your book • Share patterns in engagement and churn signals with your Director to inform broader account strategy
• Surface recurring product or support questions to Delivery Technical Support and Product
Operational Excellence
• Maintain accurate, up-to-date CRM records across your full book: engagement status, renewal dates, and outreach history
• Report on your book's renewal rate and engagement metrics
• Use available tools and templates efficiently to manage volume without sacrificing responsiveness
What We're Looking For
REQUIRED
• 1-3 years of account management, customer success, or customer support experience • Comfort managing a high volume of accounts simultaneously; strong prioritization skills
• Clear, friendly written and verbal communication
• Familiarity with reading engagement dashboards and translating data into action • Organized and self-directed; reliable with CRM hygiene and follow-through • Strong oral and written communication skills
NICE TO HAVE
• Experience in K-12 education, EdTech, or literacy and SPED services. • Familiarity with K-12 district structures, budget cycles, and decision-making dynamics. • Background in structured literacy, science of reading, or special education.
Learning Ally is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Skills Required
- 1-3 years of account management, customer success, or customer support experience
- Experience managing a high volume of accounts simultaneously
- Strong prioritization and organizational skills
- Clear, friendly written and verbal communication skills
- Ability to read engagement dashboards and translate data into action
- Self-directed and reliable with CRM hygiene and follow-through
- Experience in K-12 education, EdTech, literacy, or special education services
- Familiarity with K-12 district structures, budget cycles, and decision-making dynamics
- Background in structured literacy, the science of reading, or special education
What We Do
Learning Ally is a leading education solutions organization committed to transforming the lives of struggling learners. The Learning Ally Audiobook Solution is a proven reading accommodation comprised of human-read audiobooks, student-centric features and a suite of teacher resources. More than 17,000 U.S. schools rely on Learning Ally to transform students with reading deficits to become fully engaged and confident learners who will reach their full academic potential.
