[Hiring] Customer Experience Specialist @Presence

Role Description

The Customer Experience Specialist will play a pivotal role in ensuring that our technology platform meets the needs of a growing number of districts, providers, and teachers. This role is designed for an experienced Customer Experience professional who can independently manage a portfolio of school and district partners, lead complex implementations and customer initiatives, and serve as a strategic advisor throughout the entirety of the customer lifecycle. The CX Specialist will drive onboarding, adoption, engagement, value realization, satisfaction, and retention while proactively identifying risk and helping customers achieve measurable outcomes. This role reports into the Manager of Customer Experience.

To stay connected, all employees commit to being available on-camera during our Core Working Hours (Monday - Friday, 12 - 5 p.m. ET) with standard business hours of 9 a.m. - 6 p.m. in your local time zone. For this role, up to 10% travel may be required to help you connect in-person in a meaningful way.

What will you do at Presence:

• Lead onboarding and training for customers on SaaS platforms Kanga and Education Modified.
• Conduct initial and ongoing product training tailored to customer goals, roles, workflows, and levels of adoption.
• Develop success plans with customers that connect platform usage and engagement to clearly defined goals, desired outcomes, and measures of value.
• Leverage insights from school customers to guide product development that maximizes adoption and impact.
• Develop key metrics to measure the engagement of users over time, continuously improving strategies to strengthen user adoption and satisfaction.
• Innovate on existing SaaS customer systems to capture real-time KPIs that measure customer satisfaction.
• Develop and maintain KPIs for customer health, retention, and operational performance.

This role demands exceptional customer engagement, driving adoption for superior outcomes for students and schools. You will partner closely with Implementation, Sales, and Analytics.

Key Performance Indicators (KPIs)

• Retention & Customer Outcomes
• Gross and Net Revenue Retention (GRR / NRR)
• Health score accuracy (predictive vs. actual outcomes)
• Product adoption metrics
• Reduction in escalations and churn drivers
• Operational Excellence
• Forecast accuracy (retention and risk)
• Process consistency and adherence
• Automation adoption and workflow efficiency

Qualifications

• 3+ years of experience in Customer Success, account management, implementation, or a consultative customer-facing role, preferably in SaaS or education technology.
• Ability to self-start and work independently, while being part of a fast-paced, collaborative team.
• Passion for mission-driven impact in education and innovation.
• Proven track record of leading systems initiatives from planning to execution.
• Strong analytical skills to maintain overview of customer experience to address customer pain points.
• Exceptional communication and collaboration skills, with the ability to win over key constituents.
• Strong leadership qualities and the ability to influence and motivate others.

Requirements

• You actively listen and respond with empathy, fostering respectful and productive collaboration.
• You maintain a strong service mindset, consistently meeting the needs of internal and external stakeholders while building trust and credibility.
• You seek creative, effective solutions and persist beyond the first answer to find what truly works.
• You make thoughtful, informed decisions that align with company goals, and you're not afraid to ask questions to gain clarity.
• You deliver high-quality work on time, and you proactively seek support or guidance when challenges arise.

Benefits

• Comprehensive benefit plans, including medical with a High Deductible Plan and generous HSA contribution, plus dental and vision coverage.
• In addition to 11 observed holidays, salaried team members have flexible paid time off and hourly team members accrue 15 days paid time off starting.
• 401K savings plan with a discretionary company match.
• $500 home office stipend.
• Benefits package including company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits.
• Wellness programs with Headspace, Peloton and One Medical.
• Paid parental and caregiving leave.
• Professional Development opportunities - eligibility to apply for our scholarship program.
• Collaborative, inclusive, and fun culture that is recognized as Great Place to Work certified.
• Employee Resource Groups to promote shared community and belonging.
• A meaningful and fulfilling opportunity to join a mission-driven team and help thousands of students unlock their full potential through access to high-quality special education services.
• Opportunities to give back to your community, including volunteer time off and donation matching.