Customer Experience Specialist

Job not on LinkedIn

🔥 33 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Presence

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🏥 Healthcare

💼 Consulting

📚 Education

💰 $349.6M Private Equity Round on 2021-11

Healthcare • Consulting • Education

Presence is a leading provider of live, online therapy and evaluation services for PreK-12 schools. The company offers a range of teletherapy services including speech-language therapy, mental health counseling, psychoeducational assessments, and occupational therapy through its innovative Kanga Therapy Platform. With a network of over 2,000 licensed clinicians, Presence aims to empower children with diverse needs by expanding access to essential services and supporting schools in navigating special education challenges. Their digital platform is designed to help clinicians deliver therapy efficiently while engaging with students in meaningful ways.

📋 Description

• Manage a portfolio of school and district partners • Lead complex implementations and customer initiatives • Serve as a strategic advisor throughout the customer lifecycle • Drive onboarding, adoption, engagement, value realization, satisfaction, and retention • Proactively identify customer risk and help customers achieve measurable outcomes • Lead customer onboarding and training on Kanga and Education Modified SaaS platforms • Conduct product training tailored to customer goals, roles, workflows, and adoption levels • Develop success plans connecting platform usage and engagement to goals, outcomes, and value measures • Use school customer insights to guide product development • Develop engagement metrics and improve user adoption and satisfaction strategies • Innovate SaaS customer systems to capture real-time customer satisfaction KPIs • Develop and maintain KPIs for customer health, retention, and operational performance • Partner with Implementation, Sales, and Analytics teams • Track retention and customer outcomes, including GRR, NRR, health score accuracy, product adoption, escalations, and churn drivers • Support operational excellence through retention and risk forecasting, process consistency, automation adoption, and workflow efficiency • Report to the Manager of Customer Experience

🎯 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 contributing to 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 an overview of customer experience and address customer pain points • Exceptional communication and collaboration skills, with the 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, now or in the future

🏖️ Benefits

• Comprehensive benefit plans, including medical with a High Deductible Plan and generous HSA contribution, plus dental and vision coverage • 11 observed holidays • Flexible paid time off for salaried team members • 15 days paid time off starting for hourly team members • 401K savings plan with a discretionary company match • $500 home office stipend • Company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits • Wellness programs with Headspace, Peloton and One Medical • Paid parental and caregiving leave • Professional Development opportunities, including eligibility to apply for the scholarship program • Collaborative, inclusive, and fun culture recognized as Great Place to Work certified • Employee Resource Groups • Volunteer time off and donation matching • Meaningful opportunity to join a mission-driven team helping students access high-quality special education services