Senior Client Success Specialist

This is a fully remote position, open to applicants in Arizona, +24 more states.

📋 Description

• Assist in fostering partner relationships and growth strategies, achieving annual targets, enhancing retention, meeting impact objectives, exploring expansion opportunities, and ensuring client satisfaction.

• Act as the relationship manager, serving as the primary liaison for clients and taking ownership of specialty, scholarship-only accounts.

• Support account strategy and program management, including resolving technical issues, providing learner support, managing billing, overseeing communications, handling legal matters, and addressing general inquiries.

• Conduct annual business reviews and evaluate opportunities for account growth.

• Analyze customer health metrics, implement NPS surveys, and collect feedback from partners.

• Keep track of client updates and documentation using Salesforce, client notes, internal channels, and other resources.

• Create presentation materials for both internal and external meetings.

• Maintain and renew existing accounts while driving revenue through learner enrollments and account expansion.

• Identify, monitor, analyze, and communicate success metrics.

• Oversee operational aspects of client program design for both maintenance and expansion efforts.

• Build relationships with client stakeholders and spearhead client initiatives.

• Establish and meet goals for enrollment, retention, engagement, and partnership health.

• Cultivate subject matter expertise in the learner experience while identifying barriers and opportunities for improvement.

• Collaborate with marketing, product, academic partnerships, sales, and support teams.

• Integrate feedback to guide decision-making and inform product strategy.

⛳️ Requirements

• Candidates must reside in AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, LA, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, TX, VA, WA, or WI.

• A minimum of 2 years of experience in corporate client success and/or corporate client services roles.

• A customer-first approach that emphasizes building and maintaining enduring relationships.

• Exceptional independent judgment.

• A creative problem-solver adept at addressing complex customer challenges.

• Excellent interpersonal, verbal, and written communication abilities.

• A preference for speed and action, combined with high analytical accuracy and meticulous attention to detail.

• Willingness to be flexible and travel as necessary, up to 10% of the time.

🏝️ Benefits

• Access to over 2,800 online certificate and degree programs through the Step Forward program, with tuition covered upfront from Day 1.

• 401(k) plan featuring company matching.

• Flexible vacation policy.

• Paid family leave.

• Comprehensive health care benefits.