Client Experience Partner, Customer Success

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Take charge of the renewal and retention for your portfolio, accurately forecasting and finalizing renewals on schedule to achieve assigned gross revenue retention (GRR) and net revenue retention (NRR) objectives.

• Recognize, pursue, and finalize upsell, cross-sell, and expansion opportunities that align with client requirements, collaborating with Sales as needed.

• Track account health, usage, and engagement to proactively identify churn risks and implement strategies to safeguard and retain revenue.

• Leverage client objectives, usage analytics, and relationship insights to discover opportunities for clients to enhance usage, broaden workflows, and amplify the value they derive from Otus.

• Keep an accurate and up-to-date view of the renewal and expansion pipeline within internal systems.

• Assist clients with onboarding and implementation, cultivating a thorough understanding of each client’s goals, organizational structure, timeline, and success criteria.

• Utilize in-depth knowledge of Otus implementation processes, including rostering, integrations, third-party data, training requirements, and adoption planning.

• Address a variety of client technical and workflow inquiries, ranging from basic to advanced, collaborating with team members as necessary.

• Monitor client health, usage, engagement, and progress toward objectives, identifying risks, gaps in adoption, or chances to enhance client value.

• Lead Annual Business Reviews, renewal discussions, and strategic client meetings that showcase value and strengthen relationships prior to renewal.

• Utilize internal systems to monitor client health, adoption patterns, risks, opportunities, and next steps, ensuring timely, thoughtful, and proactive follow-up.

• Align client objectives with relevant Otus workflows, features, services, and resources.

• Clearly and confidently communicate product value to administrators, teachers, and district leaders.

• Foster a consultative approach by comprehending each client’s needs, challenges, objectives, and current product usage.

• Design and facilitate campaigns, events, webinars, and client interactions that promote adoption and engagement.

• Conduct onsite and remote Otus training sessions, professional development workshops, and webinars.

• Collaborate with Client Experience, Support, Community, Marketing, and Product teams to ensure that educator perspectives and client needs are represented in Otus communications and resources.

• Gain an in-depth understanding of the Otus platform and stay updated on the latest product enhancements and releases.

• Provide exceptional product and technical support with prompt follow-through.

• Manage client technical cases, address inquiries, troubleshoot issues, coordinate next steps, and work collaboratively across teams to meet client needs.

• Document and track client feedback, feature requests, and recurring themes.

• Participate in release meetings and convey client viewpoints to internal teams.

• Offer user feedback to Product, Support, Integrations, Assessment Solutions, and Community to ensure a cohesive client experience.

⛳️ Requirements

• Prior experience as an educator in K-12 education, with knowledge of school or district operations and the needs of educators, administrators, and/or district leaders.

• 5+ years of experience in SaaS sales, account management, customer success, or educational technology in a client-facing revenue position.

• Proven experience managing renewals, retention, account health, adoption planning, expansion opportunities, or strategic client discussions.

• A history of meeting and carrying revenue targets (e.g., renewal, retention, or expansion goals).

• Familiarity with CRM, customer success, support, or project management tools such as Salesforce, HubSpot, Catalyst, Intercom, Jira, or similar systems.

• Comfort using client objectives, usage data, and relationship insights to identify adoption risks and opportunities for increasing client value.

• Strong communication and interpersonal skills, including the ability to forge relationships with diverse stakeholders.

• Engaging verbal and written communication abilities, including comfort presenting to adult learners and district leaders.

• Strong technical aptitude and capacity to troubleshoot client inquiries.

• A robust operational and data-driven mindset.

• Excellent organizational and prioritization skills with meticulous attention to detail.

• Patience, professionalism, and adaptability when navigating complex issues and diverse client personalities.

• A strong motivation and desire to assist others.

• Proficiency in foreign languages, especially Spanish, is a plus.

• A minimum of an earned Bachelor’s Degree.

• Willingness to travel up to 40% nationally.

🏝️ Benefits

• Excellent Medical, Dental, and Vision coverage effective from day 1 of employment.

• 20 PTO days per year.

• 5 Sick days per year.

• 16 Holidays per year, including your birthday and a day to engage in activities you love.

• 12 weeks of fully paid parental leave for the care of a new child.

• $1,500 Annual Professional Development/Tuition Reimbursement Benefit.

• Eligibility for performance-based incentive compensation.

• Employer Paid Life and Short & Long Term Disability Insurance.

• 401K Plan with a Safe Harbor Employer Match (up to 4%).

• $500 per year Work From Home Allowance.

• MacBook Pro and an additional monitor for your home office.

• Company SWAG.