Customer Experience Specialist

Presence is the leading provider of teletherapy solutions for children with diverse needs. Our award-winning technology connects speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to K-12 school districts nationwide. With a growing network of over 2,000 clinicians and more than 8 million teletherapy sessions delivered, we’re dedicated to ensuring every child has access to the support they need.

At Presence, we embrace the benefits of being a remote-first company while recognizing the importance of in-person connection to advance our mission. We place a high value on “cameras on” engagement, schedule coordination, and cross-functional communication to stay connected while working in different places. Travel is also an important part of many roles, helping us build stronger relationships with our teams, clinicians, and school partners.

The frequency will vary by role and responsibilities, but may include activities such as department offsites, team gatherings, and school or industry events.

About the role:

Customer Experience Specialist will play a pivotal role in ensuring that our technology platform meets the needs of a growing number of districts, providers, and teachers. This role is designed for an experienced Customer Experience professional who can independently manage a portfolio of school and district partners, lead complex implementations and customer initiatives, and serve as a strategic advisor throughout the entirety of the customer lifecycle.

The CX Specialist will drive onboarding, adoption, engagement, value realization, satisfaction, and retention while proactively identifying risk and helping customers achieve measurable outcomes. This role reports into the Manager of Customer Experience.

To stay connected, all employees commit to being available on-camera during our Core Working Hours (Monday - Friday, 12 - 5 p.m. ET) with standard business hours of 9 a.m.

- 6 p.m. in your local time zone. For this role, up to 10% travel may be required to help you connect in-person in a meaningful way.

What will you do at Presence:

As a strategic advisor on SaaS, the customer experience lead guides customers and external stakeholders to maximize the platform’s effectiveness and commercial growth:

• Lead onboarding and training for customers on SaaS platforms Kanga and Education Modified
• Conduct initial and ongoing product training tailored to customer goals, roles, workflows, and levels of adoption
• Develop success plans with customers that connect platform usage and engagement to clearly defined goals, desired outcomes, and measures of value
• Leverage insights from school customers to guide product development that maximizes adoption and impact
• Develop key metrics to measure the engagement of users over time, continuously improving strategies to strengthen user adoption and satisfaction
• Innovate on existing SaaS customer systems to capture real-time KPIs that measure customer satisfaction
• Develop and maintain KPIs for customer health, retention, and operational performance

This role demands exceptional customer engagement, driving adoption for superior outcomes for students and schools. You will partner closely with Implementation, Sales, and Analytics

Key Performance Indicators (KPIs)

Retention & Customer Outcomes

• Gross and Net Revenue Retention (GRR / NRR)
• Health score accuracy (predictive vs. actual outcomes)
• Reduction in escalations and churn drivers

Operational Excellence

• Forecast accuracy (retention and risk)
• Process consistency and adherence
• Automation adoption and workflow efficiency

What we are looking for:

• 3+ years of experience in Customer Success, account management, implementation, or a consultative customer-facing role, preferably in SaaS…