Written by: Alex Pacifico
Client Success Manager
When you’re working with a new EdTech partner, your experience with their Client Success (CS) team can make or break the relationship. A strong CS team doesn’t just help you use a platform—they help you realize your goals, solve your challenges, and feel supported at every step. But what sets Raftr apart? Our Client Success team is built to be your thought partner, strategist, and support system—because we know that technology alone doesn’t create impact. People do.
Below, we outline five key elements every EdTech CS team should provide—and how Raftr goes beyond the norm with a uniquely personalized, higher ed-informed approach.
1. Training & Onboarding
What others do:
Many EdTech companies offer a one-size-fits-all training model—one or two calls, a generic help center, and a hope that you’ll figure out the rest. Often, after a sales handoff, clients are met with new faces and a standard onboarding path, sometimes guided through automated ticketing systems or video libraries.
What Raftr does:
We customize onboarding based on your goals, team, and timeline. Our train-the-trainer approach includes:
- A discovery call to learn your goals
- A tech feasibility session with your IT team
- A full 8–12 week onboarding plan with weekly calls
- Customized user onboarding flows, email templates, and marketing materials
- Post-launch calls for analytics review and optimization
We also record all sessions, provide editable slide decks, and give each partner access to a shared Google Drive with tailored resources. Our goal? Ensure you feel like an expert by the time you launch.
2. Proactive Support
What others do:
It’s not uncommon to experience long email delays, ticketing backlogs, and a general sense that you’re being shuffled between departments. Some platforms rely heavily on knowledge bases or AI chatbots, which—while helpful—don’t replace human support.
What Raftr does:
We pride ourselves on real-time, responsive support from real people. Clients often hear back from us within an hour, and always within 48. Our CS team is available by email, Zoom, and our own Raftr-powered admin community—Raftr for Raftr (R4R).
“I have worked with a few different tech companies in the higher education space and it is generally an aspect of the job that comes with frequent frustration… I can easily say that has not been my experience at all! Alex and Su have been fantastic to work with—incredibly responsive, proactive, and gone above and beyond to help make our launch successful.”
—Higher Ed Partner
3. Higher Education Expertise
What others do:
Many EdTech companies hire CS reps who are generalists or come from corporate backgrounds. While skilled, they may not fully understand the nuance of working in higher education—student cycles, budget approvals, FERPA concerns, or stakeholder dynamics.
What Raftr does:
Our entire Client Success team comes from higher education. We’ve worked in student affairs, residential life, parent/family engagement, and enrollment. We understand your pressure points because we’ve lived them—and that means we bring empathy and strategy to every conversation.
4. Ongoing Partnership
What others do:
Quarterly business reviews (QBRs) may be standard in the tech world—but they often feel like box-checking exercises. These meetings typically focus on surface-level metrics and upsell opportunities.
What Raftr does:
We meet with each of our partners quarterly—not just to check a box, but to celebrate wins, dig into challenges, and strategize together. Each session is customized based on your goals. We bring engagement data, ideas from peer institutions, and creative solutions that move your community forward. Even outside of our scheduled calls, we stay engaged. Our admin community (R4R) offers:
- Weekly content inspiration
- Direct access to your CS team
- Connection with peers using similar Raftr solutions
5. Personal Touch
What others do:
Once a platform is live, many EdTech teams take a back seat—interactions are limited to renewals or support tickets. In some cases, partners are passed from one rep to another due to turnover.
What Raftr does:
We don’t just remember your name—we remember your goals, launch date, student stories, and that one email you asked us to draft at 7 PM the night before your campus preview. We see ourselves as part of your team.
“It has been such a pleasure working with you both. Throughout our partnership, I always felt supported and cared for by the Raftr team. Your proactive approach, responsiveness, and genuine commitment to our success made all the difference.”
—Higher Ed Partner
In Summary: What Sets Raftr Apart
The best CS teams don’t just solve problems—they empower your team, amplify your goals, and care deeply about your success. That’s what we aim to deliver at Raftr. Whether you’re launching a new student engagement app, building community for parents and families, or revamping your orientation strategy—we’re with you every step of the way.
Ready to experience what sets Raftr apart for yourself? Let’s chat.