---
title: 'Customer Success Specialist at Follett Software, LLC'
canonical: 'https://feeny.ai/job/customer-success-specialist-follett-software-llc-united-states-xqe8rwcpw3xp'
type: 'job'
last_seen: '2026-10-28'
---

# Customer Success Specialist at Follett Software, LLC

- **Company:** Follett Software, LLC
- **Location:** United States
- **Posted:** 2026-10-27
- **Last confirmed live:** 2026-10-28
- **Apply:** https://job-boards.greenhouse.io/follettsoftware/jobs/5462291008

## Job description

Company Overview:

Everything 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.

## POSITION SUMMARY

As a Customer Success Specialist your job is to ensure existing customers maintain their 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 expiration and 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 maintain a strong knowledge of Follett Software products and/or services as well as all contract/license agreement service terms, pricing, limitations, etc.

## POSITION SCOPE

- Handles all operational aspects of creating renewal quotes for customers and owns the communication and delivery of quotes to assigned customers.
- Reviews and tracks renewal calendar for assigned customer base.
- Proactively identifies customer needs and concerns prior to the start of the 90 – day renewal time period to build an accurate quote.
- Configures and provides accurate renewal quotes to customers 90 days in advance of the contract renewal date.
- Uses standard playbook for written communication when sending accurate renewal quote to each customer.
- May at times provide support for renewal creation for the largest strategic customers for the Customer Success team to manage, negotiate and deliver to customers.
- Consults 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.
- Documents all client communications accordingly and confirms receipt of quote and customer’s plan to renew.
- Drives incremental revenue opportunities during contract renewal discussions and works with Sales and Customer Success teams for proper follow up.
- Prepares monthly and/or quarterly reports on customer base and status (intent to renew) of upcoming renewals for each customer assigned.
- Provides input on activities related to the renewal process and opportunities for process improvements.
- Participate in quarterly sales review meetings and Customer Success teams to understand company forecasts, retention rates, reasons for non-renewal and customer relationship challenges.
- Other duties and tasks as assigned.

## QUALIFICATIONS

- Education: Associate’s degree or equivalent
- 2+ years of Customer Success, Sales Development or Business Development Experience
- Prefer experience working for a B2B SaaS company or K12 Experience and/or Follett Destiny Library Software experience
- Track record of meeting or exceeding goals in an individually focused, quota carrying role.
- Experience in Account Renewal, Account Management or Customer Success in K12 industry is preferred but not required.
- The 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.
- Specialized computer knowledge with technical aptitude for using Salesforce or other CRM solutions software.
- Salesforce and Gainsight experience are preferred but not required.
- Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
- Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
- Effective interpersonal and written and verbal communication skills.
- Preferred experience with Salesforce CPQ and at least beginner level Microsoft Word and Excel.
- Proficient PC and technical/software skills.

## WORK ENVIRONMENT

- This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.
- It requires a suitable space that provides a private and quiet workplace.
- Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

## PHYSICAL REQUIREMENTS

- Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
- Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
- Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
- Occasionally 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.
- Travel requirements: Minimal (less than 10%)

This 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.

EEO

Follett Software provides equal 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 interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.

Email:  recruiting@follettsoftware.com

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf

## About Follett Software, LLC

## Company Overview
- **One-liner**: Follett Software provides AI-enabled operational suites for K-12 school districts to manage library, technology, facilities, and finance assets.
- **Entity Type**: Private (Privately Held)
- **Headquarters**: McHenry, Illinois, United States
- **Founded**: The Follett organization traces back over 150 years; Follett Software operates as a distinct entity under Follett School Solutions, LLC.
- **Founders**: Not publicly available (the company evolved from the broader Follett Corporation, founded by Charles W. Follett in 1873).

## Core Business
- **Primary industry/industries**: K-12 Educational Technology
- **Target customers**: K-12 school districts in the United States and internationally (B2B, Education/Government)
- **Mission or purpose statement**: "We believe that by empowering educators to amplify their impact on students’ lives, we can change the world." [follettsoftware.com](https://follettsoftware.com/about-us/)

## Products & Services
Follett Software offers a connected suite of solutions organized by role and function:
- **[Library Suite]**: Manages library inventory, cataloging, and circulation for school librarians.
- **[Technology Suite]**: Includes IT Asset Manager, a command center for K-12 technology operations, device tracking, and help desk support. Recently added AI-powered intelligence.
- **[Facilities Suite]**: Manages building and facilities assets, maintenance, and lifecycle tracking.
- **[Finance Suite]**: Simplifies fundraising, expenses, and reporting for district finance leaders.
- **[Student Information Suite]**: Tracks student information and assets.
- **[Inventory Services]**: Professional services for physical inventory management of books, devices, and other assets.
- **[Consulting & Implementation]**: World-class training and onboarding support for district partners.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual Revenue of **$2.8 billion** (as of latest data) [linkedin.com](https://www.linkedin.com/company/follettsoftware)
- **Notable Investors/Partners**: Follett Software is a part of Follett School Solutions, LLC. The company has acquired **Accessit** (2021) and **LivingTree** (2024) to expand its product suite. [linkedin.com](https://www.linkedin.com/company/follettsoftware)
- **Growth Signals**:
    - Manages **$22 billion** in assets across **160 countries** with **4 million+ daily logins** and **99.9% platform uptime** [follettsoftware.com](https://follettsoftware.com/)
    - Active job postings increased **+140% year-over-year** [linkedin.com](https://www.linkedin.com/company/follettsoftware)
    - Recently launched AI-powered intelligence in IT Asset Manager (March 2026) [linkedin.com](https://www.linkedin.com/company/follettsoftware)
    - Employs **335 people** across 7 countries (US, UK, New Zealand, Canada, Ireland, India, Ukraine)

## Competitive Advantages
- **Deep K-12 Domain Expertise**: Over 150 years of history serving educators gives them an unmatched understanding of district workflows, compliance, and pain points.
- **Integrated Suite, Not Point Solutions**: Offers a unified platform covering library, IT, facilities, and finance — reducing the complexity of managing multiple vendors for districts.
- **High Switching Costs & Data Lock-In**: Districts rely on Follett for critical asset tracking and student information; migrating away is highly disruptive.
- **AI-Powered Operational Intelligence**: Recent AI features give technology teams a "smarter command center," differentiating them from legacy competitors.
- **Scale & Reliability**: 99.9% uptime and 4M+ daily logins demonstrate enterprise-grade infrastructure for a K-12 audience.

## Strategic Focus
- **AI Adoption**: Embedding AI into operational tools (e.g., IT Asset Manager) to help districts proactively manage device lifecycles and reduce costs.
- **International Expansion**: Growing the Accessit product globally, with a dedicated Country Manager in New Zealand and a Senior Director for International Customer Experience. [follettsoftware.com](https://follettsoftware.com/follett-software-leadership/)
- **Platform Integration**: Continuing to unify its suite (Library, Technology, Facilities, Finance) to offer a single, seamless experience for district administrators.
- **Customer Success & Retention**: Investing heavily in onboarding, training, and professional services to drive long-term adoption and measurable outcomes.

## Why Work Here
- **Culture & Values**: The company emphasizes **kindness, respect, and integrity** as core values. They foster a culture of warmth, sincerity, inclusivity, and fun. [follettsoftware.com](https://follettsoftware.com/about-us/)
- **Remote-First Environment**: The vast majority of current job openings are listed as **"Remote - USA"**, indicating a strong remote or hybrid work policy. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/follettsoftware)
- **Employee Growth**: They explicitly state they "nurture employee growth" by setting high expectations and providing support, coaching, and resources. [follettsoftware.com](https://follettsoftware.com/about-us/)
- **Impactful Mission**: Employees work on technology that directly supports educators and students, with a stated mission of changing the world through empowering educators.
- **Stability with Growth**: As a private company with $2.8B in revenue and 150+ year heritage, it offers stability, while the +140% YoY increase in job postings signals active expansion.
- **Notable Perks/Engineering Culture**: The company is modernizing its tech stack with AI and cloud solutions. The Product & Technology team is led by Shane Foster (CPTO), who previously led product at Certica Solutions (acquired by Instructure). [follettsoftware.com](https://follettsoftware.com/follett-software-leadership/)

## Sources
1. [follettsoftware.com](https://follettsoftware.com/)
2. [follettsoftware.com - About Us](https://follettsoftware.com/about-us/)
3. [follettsoftware.com - Leadership](https://follettsoftware.com/follett-software-leadership/)
4. [LinkedIn - Follett Software](https://www.linkedin.com/company/follettsoftware)
5. [Greenhouse - Follett Software Jobs](http://job-boards.greenhouse.io/follettsoftware)

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