Client Engagement Manager

We Impact Lives Through Purpose-Driven Work in A People First Culture. Ascend Learning, a leading healthcare and learning technology company, connects a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals, and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025.

About the role

StaffGarden, a high-growth nursing professional development SaaS platform within Ascend Learning’s Healthcare Workforce Solutions, seeks a Client Engagement Manager to help a growing portfolio of clients leverage the platform to advance nurse competency, professional growth, and positive patient outcomes. The CE Manager is a platform expert and hands-on trainer/coach, serving as a trusted advisor to ensure successful implementations, high user adoption, robust usage, impact achievement, and user satisfaction (NPS). This role involves scaling knowledge transfer through various methods, quickly identifying and resolving roadblocks, and partnering closely with Client Engagement Directors to align on strategy and achieve shared client goals. This individual will execute core functions with a focus on improving the customer journey, demonstrating a generative, process-oriented, and solutions-focused approach to achieve client goals and organizational metrics, delight users, and build a scalable, customer-focused process.

Where You’ll Work

This position offers the flexibility of remote work within the United States, living within Eastern or Central time zone preferred.

Responsibilities

• Ensure user delight and drive adoption across a portfolio of StaffGarden clients.
• Work closely with the product team to develop and implement user outreach strategies for each client using insights from utilization metrics tracking software, including developing and deploying intervention techniques that build proof of StaffGarden’s value, advance users to higher adoption levels, and overcome any roadblocks hindering client goals.
• Own KPI metrics across a portfolio of clients. Identify main contacts and build relationships with them to drive advocacy around StaffGarden.
• Work jointly with Delivery team members to build better processes and operations to improve the experience for all users over time.
• Support the implementation process by co-leading strategy sessions with client operational leadership to drive successful StaffGarden use strategies.
• Support content creation and design for Executive Partnership Review decks (including building visuals).
• Lead new user onboarding across the client portfolio. Throughout each client’s first year of StaffGarden use, ensure all users across the portfolio are engaged, on-boarded, trained, nurtured, and informed.
• Lead Champion and Full User training sessions and impart deep functional understanding of key StaffGarden features with these users.
• Monitor new user utilization and identify course corrections as needed during early learning sessions.
• Develop deep, hands-on mastery of the StaffGarden platform—including Grow (clinical ladder and professional advancement), Roots (competency management), and supporting workflows for nurse residency, peer/360 review, ePortfolios, and Magnet® reporting—and stay ahead of new features and functionality prior to their release.
• Become the go-to StaffGarden product expert and a partner to the Product Management team, translating unique nursing professional development client use cases into actionable product insight and feedback.
• Apply platform mastery to configure and optimize clinical ladders, competency frameworks, and development pathways to each client’s practice standards, accreditation, and Magnet® goals.
• With Marketing, Sales, and Delivery, communicate key elements of StaffGarden’s value to users and ensure consistency of user-directed messaging across all functions.
• Establish user-level communication plan for each client in partnership with the Client Engagement Directors. Build and enhance content for automated user outreach.
• Educate and train new and existing users on new platform functionality, initiative-specific workflows, and StaffGarden use strategies.
• Field, prioritize, and communicate new development suggestions from users to the Product Management team.
• Attend Product, Marketing, Sales meetings as needed to communicate user feedback.
• Resolve complex client support tickets in collaboration with the Client Engagement Associate team.
• Own day-to-day commercial operations for a broad portfolio of StaffGarden’s (small and mid-sized) clients, serving as the primary point of contact across 20-40 accounts.
• Drive on-time renewals, surface expansion and upsell opportunities, and partner with Sales to grow account value across the book of business.
• Manage the full commercial lifecycle—onboarding through renewal—at scale, standardizing repeatable, one-to-many playbooks that keep a client portfolio healthy without high-touch, one-to-one coverage.
• Track and report on portfolio-level commercial health (retention, utilization, NPS, and expansion) and flag at-risk accounts early for coordinated intervention with BP, Client Engagement, and Delivery.

Requirements

• Bachelor’s degree required.
• 5+ years in client-facing support across various organizational levels.
• Client-Centric: Committed to understanding and ensuring client/user satisfaction and success.
• Platform Expertise: Develop deep knowledge of the StaffGarden platform (Grow, Roots), including upcoming features, to act as the product expert for clients.
• Communication: Clear verbal/written communication and effective cross-functional collaboration.
• Content Creation: Skilled in creating engaging user-facing content (including slide decks) to boost engagement and support strategy initiatives.
• Strategic Thinking: Ability to develop and execute tailored client outreach and intervention strategies to enhance platform value and utilization.
• Training & Support: Able to deliver effective user training and support as needed.
• Process Optimization: Collaborate internally (Delivery, Marketing, Sales) to improve the user experience.
• Analytical Skills: Analyze key performance metrics to drive best practices in user outreach/engagement.
• Commercial Operations: Experience owning renewals, expansion, and account health across a client portfolio, ideally in a SaaS or health-tech environment.
• Self-driven, proactive remote work approach.
• Ability to travel up to 25%.

Preferred Qualifications

• Experience with Office365, HubSpot/CRM, LMS, MixPanel.
• Adopting AI productivity tools (Co-Pilot, ChatGPT) to increase efficiency.

Pay

The current full-time annualized hiring range for this role is $84,600.00-$121,000.00 and does not include discretionary bonus or sales incentives, if applicable. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs, and local market factors.

Benefits

• Health, dental, and vision insurance.
• Company paid Life Insurance.
• 401(k) with company match.
• Paid time off and parental leave.
• Employee assistance program.
• Other employee wellness programs such as Headspace and Airvet.
• Charitable matching program.

Culture

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.