[Hiring] Client Experience Associate, Customer Success @Otus

Role Description

We are looking for a highly motivated Client Experience Associate to join our Customer Success team. This role is ideal for someone who is excited to grow into a strategic client-facing role supporting K–12 districts through onboarding, adoption, retention, and long-term success. The Client Experience Associate will partner closely with Client Experience Partners to support implementation, monitor client progress, prepare for renewal conversations, and help clients realize the full value of Otus.

This role is intended to serve as a pathway into a Client Experience Partner role. The Client Experience Associate will build deep knowledge of the Otus platform, implementation workflows, internal systems, and client lifecycle processes before gradually taking on greater ownership of client relationships and, eventually, a full book of business.

The ideal candidate brings a blend of education experience, customer-facing SaaS experience, technical aptitude, and consultative thinking. They understand how schools and districts operate and can bring an additional lens around account health, adoption strategy, renewal readiness, and opportunities to expand client value.

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

This role will report to either our Manager of Client Experience or Lead Client Experience Partner.

Responsibilities

• Client Implementation: Onboarding, Adoption, and Retention
  • Support Client Experience Partners and clients throughout the onboarding and implementation process.
  • Develop a strong understanding of each client’s goals, structure, timeline, and success criteria.
  • Learn 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.
  • Identify potential risks, gaps in adoption, or opportunities to increase client value.
  • Assist in preparing for Annual Business Reviews, renewal conversations, and strategic client meetings.
  • Use internal systems to track client health, adoption trends, risks, opportunities, and next steps.
  • Partner with Client Experience Partners to ensure clients receive timely, thoughtful, and proactive follow-up.
• Client Engagement, Growth, and Value
  • Help connect client goals to relevant Otus workflows, features, services, and resources.
  • Use client goals, usage data, and relationship insights to identify opportunities for clients to deepen usage, expand workflows, or increase the value they receive from Otus.
  • Identify potential upsell and expansion opportunities to Client Experience Partners and Sales when aligned to client needs.
  • 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.
  • Support campaigns, events, webinars, and client touchpoints that drive adoption and engagement.
• Professional Development and Enablement
  • Help facilitate onsite or 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

• Prior experience in K-12 education, with an understanding of how schools or districts operate and the needs of educators, administrators, and/or district leaders.
• 3+ years of experience in SaaS sales, account management, or educational technology in a client-facing revenue role.
• Experience supporting renewals, account health, adoption planning, expansion opportunities, or strategic client conversations.
• 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 30% nationally.

Benefits

• 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.
• 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.