otus
Client Experience Partner, Customer Success
Chicago, Illinois, United States
No sponsorshipDetected 4 days ago
Project ManagementJiraHubSpotSalesforceCRMSalesAccount ManagementForecastingCustomer SuccessCustomer SupportIntercomCommunicationCollaborationPublic SpeakingAdaptability
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odds of building a lasting career here
16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- This role is ideal for someone who blends education experience, customer-facing SaaS experience, technical aptitude, and consultative thinking.
- You understand how schools and districts operate and can bring a strong lens around account health, adoption strategy, renewal readiness, and opportunities to expand client value.
- You are comfortable carrying revenue responsibility and being measured against retention and growth outcomes.
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.
- Maintain an accurate, current view of renewal and expansion pipeline within internal systems.
- 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.
- 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.
- Track and document client feedback, feature requests, and recurring themes.
Requirements
- A track record of carrying and meeting revenue targets (e.g., renewal, retention, or expansion goals).
- Comfort using client goals, usage data, and relationship insights to identify adoption risks and opportunities to increase client value.
- Strong technical aptitude and ability to troubleshoot client questions.
- Guide clients through onboarding and implementation, developing a strong understanding of each client's goals, structure, timeline, and success criteria.
- Required
- 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.
- Familiarity with CRM, customer success, support, or project management tools such as Salesforce, HubSpot, Catalyst, Intercom, Jira, or similar systems.
- 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 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.
Nice to have
- Foreign language skills, especially Spanish, are a plus.
Compensation
- Lead Annual Business Reviews, renewal conversations, and strategic client meetings that demonstrate value and strengthen relationships ahead of renewal.
Benefits
- Otus offers a seamless K-12 learning platform for administrators, teachers, students, and families.
- Monitor account health, usage, and engagement to surface churn risk early, and lead the mitigation strategy to protect and retain revenue.
- Monitor client health, usage, engagement, and progress toward goals, and identify risks, gaps in adoption, or opportunities to increase client value.
- Use internal systems to track client health, adoption trends, risks, opportunities, and next steps, ensuring timely, thoughtful, and proactive follow-up.
Company info
- 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.
Visa & Work Authorization
- You must be legally authorized to work in the US.
This listing is sourced directly from otus's careers page and normalized into a canonical job model.