Remote Client Success & Implementation Lead

Nelnet; Rocky Hill (CT); 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 is seeking aClient Success Lead to own the end-to-end onboarding, implementation, and ongoing client success for our platform. You will configure workflows, conduct demos, train admins and end users, and mentor teammates while driving adoption and satisfaction across education clients.

You will coordinate across product, support, and sales teams, monitor usage, and address incidents. This role emphasizes proactive engagement, process improvement, and effective stakeholder communication.

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field, or equivalent experience.
• 2+ years in client success, implementation, or client-facing technical roles.
• Experience configuring systems and delivering training.
• Experience troubleshooting technical issues with cross-functional teams.
• Experience creating process documentation 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.
• Deliver customized administrator and end-user training and maintain resources.
• Develop, document, and refine onboarding workflows, process guides, and internal procedures.
• Mentor and support team members on processes and system navigation.
• Monitor client usage and re-engage low-usage customers for long-term adoption.
• Serve as primary contact for ongoing client questions and relationship management.
• Conduct industry research and provide client-trend insights.
• Coordinate technical issue resolution and translate requirements across teams.
• Support major incident response by coordinating communications and stabilizing experience.
• Conduct QA testing for product releases and provide insights for improvements.

Skills

Client Engagement & Influence

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional

Agility & Problem-Solving

Education

Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.

Certifications or training in project management, customer success, product operations, or process improvement

Job description

Nelnet is seeking aClient Success Lead to own the end-to-end onboarding, implementation, and ongoing client success for our platform. You will configure workflows, conduct demos, train admins and end users, and mentor teammates while driving adoption and satisfaction across education clients.

You will coordinate across product, support, and sales teams, monitor usage, and address incidents. This role emphasizes proactive engagement, process improvement, and effective stakeholder communication.