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Client Success Leader
Embrace Software IncUKRemotefull_timeVerifiedPosted 1 Nov 2025
About the role
This is a remote position.
Embrace EdTech Group powers some of the most innovative education technology solutions in North America, with a focus on enhancing college and career readiness for students across K–12 and post secondary institutions. XAP is a pioneering SaaS product within the Embrace portfolio of companies. As a leader in Edtech, we have empowered K-12 institutions, colleges, and states to provide their students with the resources necessary for success. Our flagship product, Choices360, equips students in grades 6-12 with the tools and information needed to make informed decisions about their futures. We are experiencing rapid growth and are seeking a Client Success Leader to join our team. The Client Success Leader is responsible for ongoing client satisfaction and growth. He/she serves as the single-point-of-contact for a specific set of accounts and within the role, will work with executives of colleges, universities, and state agencies, among others, to manage relationships, drive product adoption, and protect and expand revenues within existing accounts while also generating new business opportunities and bringing on new customers. This position blends strategic account management, performance-focused client success, effective onboarding and implementation management, and proactive sales efforts to achieve retention and expansion goals. Key Responsibilities:- Manage strategic relationships with the clients and/or stakeholders, maintaining ongoing proactive communication in ways that meet and exceed client needs and expectations while driving revenue retention through client’s successful use of XAP solutions.
- Ensure overall client satisfaction through successful delivery and adoption of products and services to new and existing customers through effective training and consultation sessions.
- Develop and maintain an understanding of higher education application and admission workflows, system integrations, and institutional recruitment processes within 60–90 days of hire.
- Continually assess, document, and analyze client gains in efficiency and effectiveness.
- Leverage a strong understanding of admission and application workflows and system interactions to troubleshoot issues, translate technical details into actionable next steps for non-technical users, and develop and maintain detailed account plans that drive successful product implementation, adoption, optimize solution performance, and support contract renewals.
- Monitor customer utilization and implement strategies to increase engagement, retention, and upsell opportunities.
- Responsible for driving new sales growth by leading efforts to develop and implement targeted campaigns and marketing strategies that generate qualified leads, support upselling initiatives, and create new sales opportunities to increase revenue.
- Deliver product demonstrations, proposals, and presentations to prospective clients.
- Maintain awareness and understanding of industry trends, emerging technologies, and competitor activities.
- Work with the company’s strategic and technology teams to suggest, design, and deliver beneficial product enhancements and solutions.
- Represent the company at client sites, conferences, and industry events as needed to deliver presentations, lead strategic discussions, and strengthen client relationships.
Requirements
- A bachelor's degree or equivalent experience required.
- At least 4 or more years of experience in client success, account management, training or sales within higher education, preferably supporting software/SaaS solutions.
- Experienced professionals with a diverse skill set that must possess the ability to think strategically while executing tactically.
- Ability to learn complex technical systems quickly and explain them clearly to both technical and non-technical audiences.
- Exceptional communication, presentation, and relationship-building skills.
- Proficiency in project management, customer success best practices, and administrative processes.
- Ability to manage multiple priorities and
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