Facilitator Success Specialist

Smartlab Certified Facilitator Experience Owner

Every facilitator who uses Smart Lab's learning ecosystem deserves someone in their corner who gets how important this work is. Think this is you? If so, you'll own the full Smart Lab Certified Facilitator experience from onboarding through certification and beyond, removing barriers, building coaching relationships that actually help people grow, and creating systems where educators feel genuinely supported and equipped to build STEM identity in their learners.

Reporting to the Director of Customer Experience and in partnership with our Customer Success Managers, you'll turn facilitator experience strategy into the day-to-day relationships and learning experiences that make educators confident and unstoppable.

Duties & Responsibilities

• Supports the facilitator relationships within a portfolio of school and district accounts through office hours, onboarding, success planning, and community moderation — monitoring product adoption and escalating trends as needs are identified.
• Executes the facilitator experience vision set by the VP of Product & Experience and Director of Customer Experience, delivering consistent, high-quality engagement across the facilitator base.
• Executes the facilitator communication cadence set by the VP and Director, engaging facilitators on an intentional, consistent, defined schedule.
• Surfaces Facilitator-level insight to Customer Success and Support/Implementation when it affects account health or points to a broader trend.
• Run Office Hours, respond to facilitator questions in Smart Lab Spot, and answer incoming facilitator support tickets surrounding Smart Lab Implementation.
• Owns facilitator journey, ensuring every new facilitator has a clear path to confidence and certification.
• Moderates the facilitator Spot community, keeping it active and useful.
• Conducts proactive facilitator check-ins to coach instructional practice, monitor adoption of the Smart Lab ecosystem, identify growth opportunities, and connect facilitators with appropriate resources.

• When gaps in trainer availability arise, stepping in occasionally to deliver training sessions.
• Escalates trends, such as recurring struggles, feedback themes, or risk signals, to the Director of Customer Experience.
• Develop and update professional Learning content, including but not limited to Foundations Training, Extend Sessions, custom/ad hoc sessions, Knowledge Base and Spot content, and facilitator materials per direction from the Director of Customer Experience.
• Owns Smart Lab Spot content and Knowledge Base articles, keeping them current with curriculum and product changes.
• Maintains Salesforce, Hub Spot, and  hygiene and reporting for their own portfolio, per standards set by the Manager of Customer Success.
• Follows shared cross-team processes established by the Director of Customer Experience for collaboration with Customer Success and Support.
• Maintains the facilitator certification pathway and monitors certification progress, training completion, resource usage, and facilitator engagement data to identify trends and continuously improve the facilitator experience across the customer journey.