Client Experience Partner, Customer Success

Client Experience Partner, Customer SuccessAbout the CompanyOtus offers a seamless K-12 learning platform for administrators, teachers, students, and families.We implement amazing ideas from awesome people, and we need more awesomeness on our team. Are you collaborative, curious, energized by technology, and excited to help school districts get meaningful value from the tools they use? If so, we want to hear from you.Our diverse team consists of talented designers, developers, coaches, and leaders who share a variety of interests. You’ll find musicians, world travelers, beer enthusiasts, nerds, sports fans, and all-around great people who shape our positive culture.Your RoleWe 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.ResponsibilitiesRetention, 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.