Remote Client Success & Onboarding Manager

Nelnet; Columbus (NE); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

401K with employer match

Student loan repayment

Life insurance and AD&D

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short-term disability

Long-term disability

Wellness program

Job summary

Nelnet is seeking a remote role to lead the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will be a primary strategic and technical resource for clients and internal teams, driving adoption and coordinating across departments.

Requirements include a Bachelor’s degree and 2+ years in client success or related roles, with experience in SaaS environments and training delivery.

Qualifications

• 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

Agility & Problem-Solving

Education

Bachelor’s degree in Business, Education, Technology, Communications, or related field

Job description

Nelnet is seeking a remote role to lead the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will be a primary strategic and technical resource for clients and internal teams, driving adoption and coordinating across departments.

Requirements include a Bachelor’s degree and 2+ years in client success or related roles, with experience in SaaS environments and training delivery.