Remote Client Onboarding & Success Lead

Nelnet; Burleson (TX); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA and FSA

401K

Student loan repayment

Life insurance & AD&D

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Wellness program

Job summary

Nelnet Business Services (NBS) is seeking a remote, full-time Client Success & Onboarding Lead to drive the end-to-end onboarding, implementation, and ongoing success for assigned platforms. You will coordinate cross-functional teams, deliver trainings, monitor adoption, and act as the primary contact for clients to ensure a smooth, scalable, and proactive client experience.

Experience in SaaS environments and process optimization is a plus; strong communication and training skills are

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• 2+ years in client success, implementation, system onboarding, or client-facing technical roles.
• Experience configuring systems, delivering training, and supporting workflow development.
• Experience troubleshooting technical issues and working with cross-functional teams.
• Experience creating process documentation, guides, or training materials.

Responsibilities

• Lead new client onboarding from kickoff through go-live, including workflow configuration and deliverable management.
• Conduct product demos, discovery sessions, and client education to support adoption and pre-sales engagement.
• Deliver customized administrator and end-user training and maintain training resources.
• Develop, document, and refine onboarding workflows, process guides, and internal procedures.
• Mentor and support team members on processes, system navigation, and best-practice client engagement.
• Monitor client usage and re-engage low-usage customers for long-term adoption.
• Serve as the primary contact for ongoing client questions, troubleshooting, and relationship management.
• Coordinate technical issue resolution, manage tickets, and translate requirements across internal stakeholders.
• Support major incident response by coordinating communications and stabilizing client experience.
• Conduct QA testing for product releases and provide insights to product improvements.

Skills

Client Engagement & Influence

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional

Agility & Problem-Solving

Education

Bachelor's degree

Job description

Nelnet Business Services (NBS) is seeking a remote, full-time Client Success & Onboarding Lead to drive the end-to-end onboarding, implementation, and ongoing success for assigned platforms. You will coordinate cross-functional teams, deliver trainings, monitor adoption, and act as the primary contact for clients to ensure a smooth, scalable, and proactive client experience.

Experience in SaaS environments and process optimization is a plus; strong communication and training skills are