Customer Experience Specialist

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

📋 Description

• Oversee a portfolio of school and district partners.

• Lead intricate implementations and customer initiatives.

• Act as a strategic advisor throughout the entire customer lifecycle.

• Enhance onboarding, adoption, engagement, value realization, satisfaction, and retention.

• Proactively recognize customer risks and assist them in achieving measurable outcomes.

• Direct customer onboarding and training for Kanga and Education Modified SaaS platforms.

• Provide product training customized to the customer's objectives, roles, workflows, and adoption levels.

• Create success plans linking platform usage and engagement to objectives, outcomes, and value measures.

• Utilize insights from school customers to inform product development.

• Establish engagement metrics and refine user adoption and satisfaction strategies.

• Innovate SaaS customer systems to capture real-time customer satisfaction KPIs.

• Develop and sustain KPIs for customer health, retention, and operational performance.

• Collaborate with Implementation, Sales, and Analytics teams.

• Monitor retention and customer outcomes, including GRR, NRR, health score accuracy, product adoption, escalations, and churn factors.

• Facilitate operational excellence through retention and risk forecasting, process consistency, automation adoption, and workflow efficiency.

• Report directly to the Manager of Customer Experience.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, account management, implementation, or a consultative customer-facing role, preferably in SaaS or educational technology.

• Ability to initiate tasks independently while contributing to a dynamic and collaborative team environment.

• A strong commitment to mission-driven impact in education and innovation.

• Demonstrated success in leading systems initiatives from planning through execution.

• Robust analytical skills to maintain a comprehensive view of customer experience and address customer pain points effectively.

• Outstanding communication and collaboration skills, with the ability to persuade key stakeholders.

• Strong leadership attributes and the capability to influence and motivate others.

• Must have authorization to work in the United States without visa sponsorship, now or in the future.

🏝️ Benefits

• Comprehensive benefit packages, including medical with a High Deductible Plan and substantial HSA contribution, as well as dental and vision coverage.

• 11 observed holidays.

• Flexible paid time off for salaried employees.

• 15 days of paid time off for hourly employees starting out.

• 401K savings plan with a discretionary company match.

• $500 home office stipend.

• Company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits.

• Wellness programs including Headspace, Peloton, and One Medical.

• Paid parental and caregiving leave.

• Opportunities for Professional Development, including eligibility to apply for the scholarship program.

• A collaborative, inclusive, and enjoyable culture recognized as Great Place to Work certified.

• Employee Resource Groups.

• Volunteer time off and donation matching.

• A meaningful chance to join a mission-driven team dedicated to helping students access high-quality special education services.