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Client Success Director



Customer Service
Posted on Friday, May 17, 2024

At Liaison, weve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals and were building the data- and mission-driven team that will reinforce our role for decades to come.

The Client Success Director is responsible for building strong relationships and leading institutions to successful strategic use of Othot Solutions. Focal areas include project management, analytic understanding, training, and platform consultation.


  • Manage all client journey activities through implementation, adoption, value recognition, and expansion in an assigned client portfolio
  • Establish a strategic advisor relationship with all clients and drive continued value with our products and services toward success objectives
  • Ensure increased adoption, satisfaction, and retention are achieved
  • Strategize and establish critical goals, key performance indicators, and project plans to achieve success for your assigned clients
  • Support new business growth through client advocacy and market collaboration
  • Drive expansion by managing renewals, up-sell, and cross-sell opportunities
  • Identify opportunities for continuous improvement and support ad-hoc projects as identified

Position Requirements:

  • Bachelors degree
  • 5+ years of direct higher education experience, preferably in strategic enrollment management, marketing communications, and/or financial aid management
  • 3+ years of customer success, project management, or relevant experience preferred
  • Proven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elements
  • Strong empathy for clients and ability to manage relationships through credibility, persuasion, negotiation, and consensus
  • Deep understanding of value drivers in recurring revenue business models
  • Detail-oriented and analytical with a demonstrated desire for continuous improvement
  • Ability to collaborate as a team player and succeed as a self-starter
  • Thrives in a multitasking environment and can manage dynamic priorities
  • Excellent written and verbal communication and presentation skills
  • Proficiency with MS Office suite, Salesforce, Pendo, or related customer relationship management systems and customer support applications

The base salary range for this role is listed below. Exact compensation may vary based on skills, experience, and location.

Pay Transparency
$75,000—$102,500 USD