Client Experience Partner, Customer Success

Otus•Chicago, IL

3d•$80,000 - $110,000•Remote

About The Position

Otus 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.

Requirements

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.

Nice To Haves

Foreign language skills, especially Spanish, are a plus.

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.

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