Senior Client Success Lead

Ad Astra Info Systems Llc•Overland Park, KS

4d•Onsite

About The Position

By combining our unparalleled domain expertise with leading-edge technology, Ad Astra is helping higher education in its mission to advance timely student completions. We are building a cloud-based software platform that will provide the foundation for our next generation of industry-leading solutions and analytics. Simply put, we're helping students graduate faster. OUR CORE VALUES We recognize talent. We recognize and appreciate the unique God-given talents that our people bring to Ad Astra. Aligning these individual gifts with our work sets team members up to succeed. We’re unpretentious. There’s no room for ego. We admit our imperfections and have the humility to know what we don’t know. We’re passionate. We aren’t satisfied with the status quo. We’re on a mission together to protect the value of degree completion and to transform the higher education industry. We’re pioneering. We’re pioneering and aren’t afraid of failing—in fact, we celebrate it. We love it when our people boldly experiment with innovative solutions. We love fun. The health of our relationships is strengthened by working with people who stretch our thinking—and by enjoying the lighter side of life together. We don’t take ourselves too seriously, but we do take fun seriously. We have grit. Beyond talent and intelligence, our people have stick-to-itiveness. We push through challenges to make goals a reality. POSITION SUMMARY The Senior Client Success Lead (Senior CSL) serves as a strategic advisor and trusted partner to Ad Astra's most complex and high-value client accounts. Building on the core responsibilities of the Client Success Lead, the Senior CSL leverages advanced industry expertise, consultative skills, and business acumen to drive client outcomes, maximize value realization, and strengthen long-term partnerships. This role is responsible for proactively identifying opportunities and risks through data-driven analysis, guiding executive stakeholders toward strategic goals, and developing scalable success strategies that improve client retention, adoption, and growth. In addition to managing a portfolio of strategic clients, the Senior CSL acts as a mentor and subject matter expert for the Client Success team, contributing to best practices, process improvements, and organizational excellence. The Senior CSL serves as a champion for the voice of the customer and collaborates across departments to ensure client objectives are aligned with product direction, service delivery, and business outcomes.

Requirements

Minimum 7 years of experience working in Client Success, Account Management, Relationship Management, Consulting, or a related client-facing role, preferably within SaaS B2B organizations or within Higher Education.
Bachelor's degree in Business, Sales, Marketing, Higher Education Leadership, or related discipline.
Demonstrated success managing strategic or enterprise-level client relationships.
Proven ability to serve as a trusted advisor to executive stakeholders and institutional leaders.
Experience developing and executing retention, adoption, and growth strategies for complex accounts.
Proven ability to achieve or exceed retention, renewal, utilization, and expansion goals.
Strong business acumen with the ability to connect client initiatives to measurable outcomes and ROI.
Experience using client data, metrics, and analytics to develop recommendations and influence decision-making.
Advanced project management skills with the ability to coordinate multiple stakeholders and initiatives.
Exceptional written, verbal, facilitation, and presentation skills.
Demonstrated ability to influence cross-functional teams and drive alignment around client priorities.
High emotional intelligence, including curiosity, empathy, self-awareness, resilience, and integrity.
Ability to provide direct, constructive, and consultative feedback to clients and internal stakeholders.
Problem Solving
Active Listening
Collaborative Communication
Relationship Building
Influencing Skills
Analytical Thinking
Strategic Thinking
Agility
CRM
Emotional Intelligence
Business acumen
Data and AI Fluency

Nice To Haves

Experience in Higher Education
Office 365
Salesforce CRM
Success Plans
Quarterly / Executive Business Reviews (QBR / EBR)
Risk Frameworks

Responsibilities

Build value-centered client relationships
Act as a strategic advisor for the client using industry knowledge, skills and experience
Serve as a mentor and help grow knowledge across the client success team
Monitor client patterns, usage and engagement to signal early intervention
Work with the client team to develop client playbooks focused on repeatable engagements and interventions to ensure consistent outcomes
Create and implement Client Success Plans for all client accounts and align all parties on the plan for success
Lead annual partnership meetings to share account insights, opportunities and partnership ROI
Other duties as assigned
Build and maintain trusted advisor relationships with executive sponsors and senior stakeholders across strategic client accounts.
Serve as the primary strategic consultant for assigned clients, aligning institutional objectives with Ad Astra solutions and best practices.
Lead the development and execution of long-term account success strategies designed to improve adoption, retention, client outcomes, and revenue growth.
Analyze client health, utilization patterns, business outcomes, and industry trends to identify opportunities and risks before they impact client success.
Develop executive-level recommendations and action plans based on client data, benchmarking, and industry best practices.
Facilitate Executive Business Reviews (EBRs), annual partnership reviews, and strategic planning sessions with client leadership.
Lead risk mitigation efforts for complex or at-risk accounts and coordinate cross-functional resources to address challenges.
Partner with Sales and Leadership to identify, prioritize, and support expansion opportunities within existing client accounts.
Develop and maintain client playbooks, success frameworks, engagement models, and intervention strategies that drive consistency and scalability across the Client Success organization.
Act as an escalation point and consultant for complex client situations and strategic initiatives.
Mentor Client Success Leads by sharing expertise, coaching best practices, and supporting professional development efforts.
Support onboarding and continuous training initiatives for Client Success team members.
Collaborate with Product, Services, Marketing, and Leadership teams to advocate for client needs and influence product and service enhancements.
Identify and document client success stories, measurable outcomes, and best practices that demonstrate client value and organizational impact.
Contribute to departmental initiatives, process improvements, and strategic projects that enhance client experience and operational effectiveness.
Other duties as assigned.