School Experience Manager

School Experience Manager Full Description School Experience Manager

Client Experience
- Jersey City, New Jersey (Remote)

Location

Jersey City, New Jersey (Remote)

Department

Client Experience

Employment Type

Employee
- Full Time

Minimum Experience

Mid-level

Compensation

$60-70,000 annually

You'll own some of our largest and most complex client relationships: an international school group with significant scale and a multi-product footprint across the Faria product suite

• Own the senior stakeholder relationship at group HQ level, including C-suite and Director-level contacts across curriculum, operations, and technology
• Lead executive business reviews and annual strategic reviews, articulating ROI and aligning our roadmap to the group's educational priorities
• Build multi-threaded relationships across regions and school campuses, identifying and developing internal champions at each level
• Maintain continuity of relationship through leadership transitions, proactively managing champion turnover risk

• Develop and own a multi-year account plan for each group, covering retention, product expansion, and NRR growth targets
• Identify and qualify upsell and cross-sell opportunities across the group's school network
• Partner with Sales on commercial negotiations, group-level agreements, and multi-year contract structures
• Track product adoption at both group and school level, intervening proactively where usage is low or champion knowledge has eroded

• Lead back-to-green plans for at-risk schools within the group, coordinating with Support, Product, and regional SEMs as needed
• Monitor competitive risk and develop targeted responses in partnership with CE leadership and Product Marketing
• Escalate retention risks early with a recommended action plan

• Act as the primary internal coordinator for group accounts - the single point of contact and accountability within Faria for each assigned group
• Coordinate with regional SEMs where a group has schools in multiple regions, ensuring consistency of experience and a unified Faria voice
• Brief Support on escalations and liaise with Product on feature gaps affecting the group, mobilizing internal resources when needed
• Act as the senior relationship owner for new school onboarding within the group, ensuring client experience is right from day one

• Coordinate implementation, product adoption, and rollout plans with internal teams
  - Implementation, Support, Product, and regional SEMs - so onboarding leads smoothly into steady-state usage across the group
• Act as the change management lead for the client during major rollouts, aligning internal teams and client stakeholders on timelines, training needs, and communication
• Partner with Implementation and Support to translate rollout plans into adoption milestones, and track usage against those milestones at both group and school level
• Proactively identify adoption gaps or change-fatigue risk within the group and mobilize the right internal team to address them
• Keep internal teams aligned on a single rollout and adoption narrative for the group, so the client experiences one coordinated voice from Faria

• Maintain accurate stakeholder maps, health scores, renewal risk, and account plans in Salesforce and Planhat
• Contribute to portfolio health reviews and board-level reporting on strategic accounts

• Experience in an enterprise client success, account management, or client experience role, ideally managing multi-site or group accounts rather than single-site relationships
• A track record of managing senior, multi-stakeholder relationships, including executive business reviews
• Comfort coordinating across internal teams (Sales, Support, Product, Implementation) without formal authority over them
• Experience with account planning, renewal risk management, and commercial negotiation
• Familiarity with CRM and customer success platforms (e.g. Salesforce, Planhat) or equivalent tools
• Willingness to travel regionally for school visits and stakeholder engagement
• Willingness to work primarily EST hours as well as support calls during…