Client Success, Senior Specialist

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, 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 as one of America’s 2025 Greatest Workplaces and America’s Best Places to work for Mental Well-Being for 2025.

NHA, a brand in Ascend Learning's healthcare segment, is building the next generation of allied health professionals. Since 1989, NHA has helped over 1.25 million people access a better future in healthcare through innovative learning solutions, certification, and career development. NHA has awarded more than 1,500,000 allied health certifications and credentials, driving allied health professional excellence and improving the standard of patient care.

About the role

NHA is looking for a strategic, results-driven representative to join the Client Success Channel as a Client Success Sr. Specialist. This role reports to the Supervisor of the Client Success Channel and serves as the primary contact for onboarding new customers, training platform end-users, and providing ongoing support to accelerate adoption. You will work closely with leadership to drive company initiatives and shape the vision, strategy, and roadmap for the future of Client Success.

Where you’ll work: This position is hybrid, based in the Leawood, KS office, with the ability to work West Coast hours. Up to 10% travel is required.

Responsibilities

• Drive true value for NHA customers by ensuring effective onboarding, implementation, and adoption of solutions.
• Serve as an expert on change management processes and best practices.
• Deliver client education sessions, webinars, enablement resources, and follow-up plans to help clients achieve defined outcomes, increase adoption, and build confidence using NHA solutions.
• Maintain regular communication with customers about adoption trends, goals, challenges, and opportunities for deeper engagement.
• Inform the process of connecting and mapping customer interactions across multiple touchpoints to direct or influence the end-to-end experience, sharing observations and insights with the team and leadership.
• Document client meetings, education sessions, risks, outcomes, next steps, and relevant activities in Gainsight according to team expectations.
• Conduct ongoing portfolio management by reviewing assigned client health, product usage, adoption trends, billing insights, renewal indicators, and opportunities for deeper engagement.
• Deliver on the overall vision and strategic plan for the Client Success team by focusing on defined client success metrics used to measure customer health, usage, and adoption.
• Represent the voice of the customer to inform the sales process and product roadmap, providing feedback to leadership on opportunities for improvement.
• Implement feedback from other departments, including Sales, Operations, Marketing, and Product, to continuously improve the customer experience.
• Partner with Sales to prepare for and participate in account reviews, strategic customer meetings, internal consultations, and success planning discussions that align client goals, adoption opportunities, risks, and next steps.
• Identify client needs, product interests, adoption gaps, and potential growth opportunities during client interactions and communicate relevant opportunities to Sales for follow-up.
• Create and foster a customer feedback loop to be shared company-wide, encouraging a culture of Client Success.

Requirements

• Bachelor’s Degree in Business, Education, Marketing, Healthcare Administration, or a related field (preferred).
• Experience working within a team environment with a proven record of delivering best-in-class service, hitting goals, and delivering key metrics and results.
• Proven ability to develop, deliver, and present trainings, partner education, and other presentations to both small and large groups, either virtually or in-person.
• Passion for building authentic relationships.
• Expert communicator with outstanding written, verbal, conversational, and improvisational communication skills; experience working and communicating effectively with all levels of management.
• Strategic thinker who is self-motivated, decisive, adaptable, and experienced in change management.
• Proven track record of cross-functional alignment across departments.
• Ability to analyze quantitative and qualitative data, identify trends, and make data-driven recommendations that improve customer outcomes and drive continuous improvement.
• Basic knowledge of CRM (Dynamics 365 a plus), Gainsight, or similar customer success platforms, Microsoft Office/M365, reporting dashboards, and data tools such as Tableau (preferred).

Pay

The current full-time, annualized base pay hiring range for this role is $64,600.00 - $92,400.00. Individual compensation will be determined by relevant experience, qualifications, current business needs, and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

Benefits

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