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Salary: USD 65,000 - 75,000 / annual
Presence is the leading provider of teletherapy solutions for K-12 school districts, connecting speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to students nationwide. The company has delivered over 8 million teletherapy sessions and operates a network of 2,000+ clinicians.
As a Customer Experience Specialist, you will manage a portfolio of school and district partners, leading complex implementations and customer initiatives while serving as a strategic advisor throughout the customer lifecycle. You will drive onboarding, adoption, engagement, value realization, satisfaction, and retention while proactively identifying risk and helping customers achieve measurable outcomes. This role reports to the Manager of Customer Experience.
Key responsibilities include:
- 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 adoption levels
- Develop success plans connecting platform usage 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 user engagement over time, continuously improving strategies to strengthen adoption and satisfaction
- Innovate on existing SaaS customer systems to capture real-time KPIs measuring customer satisfaction
- Develop and maintain KPIs for customer health, retention, and operational performance
- Partner closely with Implementation, Sales, and Analytics teams
You will be measured on Gross and Net Revenue Retention (GRR/NRR), health score accuracy, product adoption metrics, reduction in escalations and churn drivers, forecast accuracy, process consistency, and automation adoption.
The role is remote-first with core working hours Monday-Friday, 12-5 p.m. ET, and up to 10% travel may be required for in-person connection with teams, clinicians, and school partners.
Requirements:
- 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 and address customer pain points
- Exceptional communication and collaboration skills with ability to win over key constituents
- Strong leadership qualities and ability to influence and motivate others
- Must be authorized to work in the United States without visa sponsorship
