Client Strategist

Remote (United States)

Job Details

Employment Type: Full-Time

Team: Client Success

Compensation: $95,000–$115,000 per year

Travel: Approximately 35–40%

About the Role

The Client Strategist owns the long-term relationship and strategic direction for a portfolio of institutional clients, primarily in higher education. This role focuses on aligning each institution's goals with the platform, establishing measurable targets, monitoring progress, and adjusting strategy as priorities evolve.

The Client Strategist also leads a team of Engagement Managers responsible for carrying out the client strategy in day-to-day interactions and is accountable for renewal outcomes across the assigned portfolio. Success in this role requires strong strategic thinking, consultative client management, data-driven decision-making, team leadership, and the ability to manage multiple institutional relationships in a fast-paced environment.

What You'll Do

Strategic Planning & Account Direction

• Lead annual strategy sessions with institutional stakeholders to align organizational goals with platform capabilities.
• Establish clear strategic targets and provide direction on platform usage based on each institution's priorities.
• Connect platform capabilities to broader institutional goals related to student success, advancement, enrollment, and other strategic initiatives.
• Monitor progress against established targets and adjust account strategies as institutional priorities change.
• Identify opportunities to expand platform usage in ways that directly support client goals.
• Balance one-to-one strategic guidance with scalable one-to-many programming.
• Help shape client-facing events, including webinars, conferences, campus visits, and hosted events, and identify which opportunities should be planned, organized, and attended based on portfolio needs.
• Represent the collective voice of clients internally by sharing feedback and insights with Client Success leadership, Product, and Engineering teams.

Renewal Management

• Own the renewal strategy for the assigned portfolio, including forecasting, timing, and negotiations.
• Identify risk indicators and monitor overall account health.
• Partner with Engagement Managers to recognize at-risk accounts early and implement appropriate intervention strategies.
• Identify upsell and cross-sell opportunities and transition qualified opportunities to the New Sales team.

Client Relationships & Advocacy

• Serve as the senior point of contact for institutional leaders across the assigned portfolio.
• Represent client priorities internally and collaborate with Product, Support, and Sales teams to address gaps and help inform the product roadmap.
• Develop a network of institutional champions who can communicate and advocate for the value of the partnership.

Team Leadership

• Manage and coach a team of Engagement Managers, establish priorities, and review progress against adoption goals.
• Support Engagement Managers in developing and implementing scalable engagement strategies across their client portfolios.
• Conduct regular one-on-one meetings and support the professional development of team members.
• Help onboard and train new Engagement Managers as the team grows.

Metrics & Reporting

• Track monthly gross retention, net retention, logo retention, account health, and adoption metrics across the portfolio.
• Report on portfolio performance and identify risks early enough to take corrective action.
• Use performance data and account insights to determine where the team should prioritize engagement efforts.

Qualifications

Experience

• 6+ years of experience in client success, account management, or a related role within higher education, SaaS, or a similar environment.
• Experience leading, managing, or mentoring a team.
• Demonstrated success managing renewals and account growth for institutional or enterprise clients.
• Experience using customer success or CRM platforms such as ChurnZero and Salesforce.

Skills

• Strong strategic and consultative skills with the ability to set direction alongside senior stakeholders at colleges or universities.
• Excellent written and verbal communication skills, including confidence presenting to groups and senior decision-makers.
• Data-driven approach to monitoring account health, measuring performance, and identifying risk.
• Ability to manage multiple institutional relationships and competing priorities simultaneously.
• Strong relationship-building, negotiation, organizational, and leadership skills.

Education

• Bachelor's degree in a related field required.
• Advanced degree is a plus.
• Background in higher education, SaaS, or both is preferred.

Benefits

• Annual bonus opportunity.
• Flexible paid time off.
• Flexible remote and hybrid work options.
• Medical, dental, and vision coverage.
• 401(k) plan with a generous company match.
• Financial planning resources.
• Company-paid life insurance.
• Company-paid disability insurance.
• Collaborative, purpose-driven work environment.