Note: The job is a remote job and is open to candidates in USA. Otus offers a seamless K-12 learning platform for administrators, teachers, students, and families. They are looking for a highly motivated Client Experience Partner to join their Customer Success team, responsible for managing client relationships and ensuring retention and growth of accounts.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- Minimum of an earned Bachelor's Degree
- Ability to travel up to 40% nationally
- Foreign language skills, especially Spanish, are a plus
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
- 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
Company Overview