Remote Client Success & Implementation Lead

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

HSA & FSA

401(k) matching

Tuition reimbursement

Employee stock purchase program

Life insurance & AD&D

Wellness program

Paid time off

Job summary

Nelnet is seeking a remote Client Success Manager to lead onboarding, implementation, and ongoing client success for our platform. You will coordinate training, workflow configuration, and cross‑functional collaboration to drive product adoption and customer satisfaction.

The role requires 2+ years in client-facing or SaaS environments, with strong problem-solving and documentation skills. Competitive pay and a comprehensive benefits package accompany a remote work arrangement.

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, deliverable management, and expectation setting.
• Conduct product demos, discovery sessions, and client education to support adoption and pre-sales engagement.
• Deliver customized administrator and end-user training and maintain supporting 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 proactively intervene to re-engage low-usage customers and promote long-term adoption.
• Serve as the primary point of contact for ongoing client questions, troubleshooting, and relationship management.
• Conducts industry research and provides insights into client trends and needs.
• 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 influence product improvements and roadmap development.

Skills

Client Engagement

Technical Aptitude

Process Optimization

Cross-Functional Collaboration

Problem-Solving

Education

Bachelor's degree or equivalent experience

Job description

Nelnet is seeking a remote Client Success Manager to lead onboarding, implementation, and ongoing client success for our platform. You will coordinate training, workflow configuration, and cross‑functional collaboration to drive product adoption and customer satisfaction.

The role requires 2+ years in client-facing or SaaS environments, with strong problem-solving and documentation skills. Competitive pay and a comprehensive benefits package accompany a remote work arrangement.