Client Experience Partner, Customer Success

Your Role

We are looking for a highly motivated Client Experience Partner to join our Customer Success team.

The Client Experience Partner owns a full book of business, serving as the primary strategic partner for a portfolio of K-12 districts across onboarding, adoption, retention, renewal, and expansion. In this role, you will build long-lasting, trusted relationships, act as a consultative thought partner, and be directly accountable for the commercial health of your accounts by protecting revenue, driving renewals, and growing account value over time.

This role is ideal for someone who blends education experience, customer-facing SaaS experience, technical aptitude, and consultative thinking. You understand how schools and districts operate and can bring a strong lens around account health, adoption strategy, renewal readiness, and opportunities to expand client value. You are comfortable carrying revenue responsibility and being measured against retention and growth outcomes.

We are especially interested in candidates who can combine education experience with customer success, account management, implementation, client services, consultative sales, or similar SaaS experience.

This role will report to our Manager of Client Experience.

Responsibilities

Retention, Renewal, and Revenue Growth
• Own the renewal and retention of your portfolio, forecasting and closing renewals on time to meet assigned gross revenue retention (GRR) and net revenue retention (NRR) targets.
• Identify, pursue, and close upsell, cross-sell, and expansion opportunities aligned to client needs, partnering with Sales where appropriate.
• Monitor account health, usage, and engagement to surface churn risk early, and lead the mitigation strategy to protect and retain revenue.
• Use client goals, usage data, and relationship insights to identify opportunities for clients to deepen usage, expand workflows, and increase the value they receive from Otus.
• Maintain an accurate, current view of renewal and expansion pipeline within internal systems.

Client Implementation: Onboarding, Adoption, and Retention
• Guide clients through onboarding and implementation, developing a strong understanding of each client's goals, structure, timeline, and success criteria.
• Apply deep knowledge of Otus implementation workflows, including rostering, integrations, 3rd party data, training needs, and adoption planning.
• Address a range of client technical and workflow questions, from basic to advanced, collaborating with teammates as needed.
• Monitor client health, usage, engagement, and progress toward goals, and identify risks, gaps in adoption, or opportunities to increase client value.
• Lead Annual Business Reviews, renewal conversations, and strategic client meetings that demonstrate value and strengthen relationships ahead of renewal.
• Use internal systems to track client health, adoption trends, risks, opportunities, and next steps, ensuring timely, thoughtful, and proactive follow-up.

Client Engagement, Growth, and Value
• Connect client goals to relevant Otus workflows, features, services, and resources.
• Communicate product value clearly and confidently to administrators, teachers, and district leaders.
• Develop a consultative approach by understanding each client's needs, challenges, goals, and current product usage.
• Design and support campaigns, events, webinars, and client touchpoints that drive adoption and engagement.

Professional Development and Enablement
• Lead onsite and remote Otus training sessions, professional development workshops, and webinars.
• Collaborate with Client Experience, Support, Community, Marketing, and Product teams to ensure educator perspectives and client needs are reflected in Otus communications and resources.

Client Support and Issue Resolution
• Develop a deep understanding of the Otus platform and stay informed on the latest product updates and releases.
• Deliver exceptional product and technical support with timely follow-through.
• Manage client technical cases, address questions, troubleshoot issues, coordinate next steps, and collaborate cross-functionally to resolve client needs.

Product Feedback and Internal Collaboration
• Track and document client feedback, feature requests, and recurring themes.
• Participate in release meetings and share client perspectives with internal teams.
• Provide user feedback to Product, Support, Integrations, Assessment Solutions, and Community to support a cohesive client experience.
• Other job-related duties as assigned.

Qualifications

Required
• Prior experience as an educator in K-12 education, with an understanding of how schools or districts operate 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 role.
• Demonstrated experience owning renewals, retention, account health, adoption planning, expansion opportunities, or strategic client conversations.
• A track record of carrying and meeting 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 goals, usage data, and relationship insights to identify adoption risks and opportunities to increase client value.
• Strong communication and interpersonal skills, including the ability to build relationships with a variety of stakeholders.
• Engaging verbal and written communication skills, including comfort level in presenting to adult learners and district leaders.
• Strong technical aptitude and ability to troubleshoot client questions.
• Strong operational and data-driven mindset.
• Strong organizational and prioritization skills with careful attention to detail.
• Patience, professionalism, and adaptability when working through complex issues and a variety of client personalities.
• Motivation and desire to help others.
• Foreign language skills, especially Spanish, are a plus.
• Minimum of an earned Bachelor's Degree.
• Ability to travel up to 40% nationally.

Benefits and Perks
• Excellent Medical, Dental and Vision coverage effective 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 do something you love
• 12 weeks of full paid parental leave for the care of a new child
• $1,500 Annual Professional Development/Tuition Reimbursement Benefit
• Eligible 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