Client Success Lead

Competitive Compensation & Benefits Package * 401(k) with Profit Sharing * Flexible Time Off * Office Dog!!

About Us

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 to fail-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 Client Success Lead (CSL) plays a pivotal role in establishing and nurturing strong client relationships centered on mutual success and value creation. This role involves creating and implementing client success plans, managing renewal pipelines, and utilizing product and client knowledge to identify revenue expansion opportunities. The CSL ensures client retention by optimizing the utilization of Ad Astra solutions and gathering feedback for product enhancements. The CSL actively participates in onboarding and implementation processes, conducts regular business review meetings, and collaborates with internal teams to fulfill client commitments and track deliverables. Additionally, the CSL is responsible for analyzing client data, providing risk assessments, and developing strategies to enhance client engagement and utilization. This role requires a proactive approach to managing client relationships and a deep understanding of each client's business to guide them toward successful outcomes.

Essential Functions/ Core Responsibilities

• Establish and build strong client relationships centered on success and value creation
• Create and implement client success plans
• Manage renewal pipeline and create renewal proposals and documents
• Use product and client knowledge to create recommendations and opportunities that expand revenue
• Retain client accounts by ensuring key utilization of Ad Astra solutions to ensure client value is being obtained
• Ensure success metrics are incorporated during the onboarding and implementation process
• Analyze client health each month and provide risk assessments for leadership teams
• Execute annual engagement strategy through quarterly, semi-annual, and annual business review meetings with clients
• Liaise with Product and Service Teams on identifying, managing, and tracking client commitments and deliverables
• Institutionalize data and success metrics into everyday processes by creating standardized benchmarks, client utilization, and expansion pipeline reports
• Develop client playbooks to systematize retention and expansion strategies and to grow client utilization and results from solutions
• Directly manage client engagements and be the expert in each of your client's businesses, guiding them to successful outcomes
• Identify client value stories and work with Marketing to incorporate them within our content library
• Other duties as assigned

Position Requirements

• Minimum 3 years of experience working in Client Success, preferably in SaaS B2B businesses or within Higher Education
• Bachelor's degree in Business, Sales, Marketing, or equivalent training in business, Client Success, Sales Management, or Higher Ed leadership preferred.
• Ability to interact with enterprise client teams at various levels of technical and non-technical depth
• Experience establishing business measures and reporting on success metrics
• Proven ability to develop executive champions at a strategic level
• Track record of developing growth strategies and tracking client success
• Ability to lead projects, delegate tasks, and track the progress of team initiatives
• Experience creating proposals/quotes and presenting terms to clients
• Proven ability to meet and exceed retention and expansion objectives
• Assertiveness to be able to provide the client with direct and honest feedback
• High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
• Capable of analyzing data and interpreting metrics
• Experience in Higher Ed is preferred.

Essential Competencies

• Problem Solving
• Collaborative Communication
• Salesforce CRM
• Success Plans
• Quarterly / Executive Business Reviews (QBR / EBR)
• Risk Frameworks
• Gainsight PX
• Office 365
• Learns new systems quickly.

This position is in Overland Park, KS in the greater Kansas City metro area. Ad Astra does not cover relocation expenses.

Ad Astra Information Systems, LLC. is an equal-opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business need.