Client Success Specialist

We Impact Lives Through Purpose-Driven Work in A People First Culture Ascend Learning, a leading healthcare and learning technology company, is the connection between 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 in cities 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. We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. NHA is building the next generation of allied health professionals. Since 1989, we have helped over 1.25 million people access a better future in healthcare. From innovative learning solutions to certification and career development, we partner with individuals, educators and employers to elevate the learning experience, ensure practice and career readiness and drive positive outcomes for the industry, allied health professionals, and ultimately patients. NHA is a brand in Ascend Learning's healthcare segment. WHAT YOU'LL DO As a Client Success Specialist, you will support customers throughout their partnership with NHA by serving as a primary resource for operational requests, account support needs, and internal coordination. You will help customers navigate day-to-day business needs, resolve issues, and ensure a seamless experience across NHA products and services. This position is part of the Sales organization and partners closely with Sales, Client Success Education, and Operations to support post-sale customer needs. While the role provides operational support for customer-facing teams, its primary focus is delivering an exceptional customer experience through responsive support, problem-solving, and cross-functional collaboration. We are looking for someone who is curious, adaptable, and eager to learn. Successful candidates take ownership, think critically, solve problems independently, and continuously seek opportunities to improve processes and the customer experience. WHERE YOU’LL WORK This position offers the flexibility of remote work. HOW YOU'LL SPEND YOUR TIME Serve as a primary point of contact for customers with operational and service-related needs. Manage customer requests from intake through resolution, ensuring timely follow-through and communication. Support identified issues, identify solutions, and coordinate with internal teams as needed. Prioritize account maintenance, customer onboarding activities, and ongoing product utilization. Process customer requests related to products, services, course administration, exam administration, and account updates. Support order processing, and other administrative workflows in partnership with Sales. Conduct proactive client outreach to support account management initiatives, address emerging needs, and strengthen ongoing partnerships. Maintain accurate CRM records, case documentation, and workflow activities. Identify opportunities to improve processes, reduce recurring issues, and enhance the customer experience. Partner with Sales and Client Success Education to support customer satisfaction, retention, and long-term partnership success. WHAT SUCCESS LOOKS LIKE Customers receive timely, accurate, and professional support.

Customer requests have a clear owner, documented next steps, and consistent communication from intake through resolution.

Problems are researched and resolved effectively, with appropriate escalation when needed.

Opportunities to improve processes and customer experience are identified proactively.

Internal partners view you as a trusted, dependable, and resourceful team member.

Customers experience a consistent and dependable partnership through their day-to-day interactions with NHA.

WHAT YOU'LL NEED Bachelor's degree preferred; high school degree or equivalent required

2+ years of experience in customer service, client support, customer success, operations, or a related field

Excellent communication and relationship-building skills

Strong problem-solving and critical-thinking abilities

Ability to work independently, navigate ambiguity, and take a proactive, resourceful, and solution-oriented approach to determining next steps

Strong organizational skills and attention to detail

Ability to manage multiple priorities in a fast-paced environment

Experience working with CRM systems preferred

Demonstrated commitment to learning from feedback, adapting to change, and improving how work is completed

Up to 10% travel may be required

HIRING RANGE The current full-time, annualized base pay hiring range for this role is $50,000.00-$71,500.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including 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 Other wellness programs such as Headspace and Airvet Charitable matching program Fostering A Sense of Belonging 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. Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.