Otus

Customer Success Manager

• Support clients throughout the onboarding and implementation process.
• Develop a strong understanding of each client’s goals, structure, timeline, and success criteria.
• Learn 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.
• Identify potential risks, gaps in adoption, or opportunities to increase client value.
• Assist in preparing for Annual Business Reviews, renewal conversations, and strategic client meetings.
• Use internal systems to track client health, adoption trends, risks, opportunities, and next steps.
• Partner with Client Experience Partners to ensure clients receive timely, thoughtful, and proactive follow-up.
• Help connect client goals to relevant Otus workflows, features, services, and resources.
• Use client goals, usage data, and relationship insights to identify opportunities for clients to deepen usage, expand workflows, or increase the value they receive from Otus.
• Identify potential upsell and expansion opportunities to Client Experience Partners and Sales when aligned to client needs.
• 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.
• Support campaigns, events, webinars, and client touchpoints that drive adoption and engagement.
• Help facilitate onsite or 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.

Client Experience Associate, Customer Success