Are you passionate about helping clients succeed while leveraging your technical expertise in a SaaS/Cloud environment? FolderWave is seeking a Client Success Associate to support the adoption and use of our platform, which provides software solutions for admissions, enrollment, and financial aid in Higher Education and K-12 environments.

About the Role

The Client Success Associate plays a critical external client-facing role, ensuring that our platform is configured, implemented, and supported in alignment with client needs. This position requires strong relationship management skills, business process analysis, and technical understanding to drive successful product adoption and ongoing support. We seek someone highly organized, detail-oriented, and proactive in ensuring our clients and partners are enthusiastic users of our product. Please note that experience limited to internal IT support will not meet the requirements for this position.

This is a flexible hybrid role with 1-2 days per week in the office in Westford, MA.

What you’ll do:

  • Develop a strong understanding of FolderWave’s business and solutions.
  • Develop and maintain strong external client relationships to drive adoption, retention, and satisfaction. Build a deep understanding of each client’s unique needs and challenges.
  • Provide subject matter expertise to external clients on best practices for platform usage to achieve their business objectives.
  • Communicate technical solutions in a clear, client-friendly manner.
  • Advocate for external client needs, identifying opportunities for product enhancements.
  • Deliver timely and relevant client communications, ensuring transparency and responsiveness.
  • Occasionally travel to client sites for training, implementation, or relationship-building.
  • Analyze client business processes and align them with platform capabilities for optimal implementation.
  • Collaborate with Sales, Success, Product Development, QA, and Engineering teams to facilitate solution planning.
  • Lead and support new product implementations, ensuring smooth transitions for clients.
  • Utilize Microsoft Excel, some XML, limited HTML, and ticketing systems to support client needs.
  • Follow all policies around security and data protection to ensure compliance.

Qualifications & Skills

  • Bachelor’s degree or 2-5 years of experience in external client-facing roles or within education, admissions or financial aid.
  • Proficiency in Microsoft, especially Excel. Some understanding of XML, HTML or aptitude to learn. Familiarity with ticketing systems.
  • Strong problem-solving, analytical skills, and attention to detail.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Exceptional written and verbal communication skills.

Why Join Us?

At FolderWave, we are committed to client success and continuous innovation in the education technology space. If you thrive in a dynamic, client-facing role that blends technical expertise with relationship management, we’d love to hear from you!

Benefits at FolderWave:

  • Medical
  • Dental
  • Vision
  • Life
  • 401(k)
  • Vacation & sick days
  • Holidays

How to Apply – Send your resume and cover letter