Sr. Client Success Manager

Intervene K-12 is a fast growth start-up company. We get the impossible done daily. We provide assessments, analytics, and online instruction to assist students struggling in math, reading, science, and English Language (EL/ESL). Intervene K-12’s programs have served over 30,000 students and have made a significant impact on economically disadvantaged students.

Intervene K-12 is positioning itself to become a leader in global education. We are rapidly expanding and looking for a self-driven, resourceful, and experienced Sr. Client Success Manager to significantly enhance relationships with existing school districts, while building new relationships with new school districts, charter, and LEAs.

The Sr. Client Success Manager has exceptional experience working in K-12 education with an emphasis on connecting and managing relationships with senior district and campus leaders. We are looking for a committed, results-driven Sr. Client Success Manager to drive successful high client satisfaction, retention, and renewal rates. The ideal candidate has a demonstrated track record and enthusiasm for developing continuous improvement of client-focused processes and understands the unique pain points of K-12 district and campus leaders.

The role requires leadership skills and the ability to effectively work with cross-functional teams to streamline and augment the client experience, leading to greater student achievement, client satisfaction, and expansion of new & existing business.

The candidate must be capable of managing various high-level stakeholders, including people skills, excellent communication and presentation skills, outstanding work ethic, resourcefulness, and self-drive are musts for this role.

• Manage communication with high-level school and district relationships, serving as an important liaison between the company and partners.
• Design and improve the entire partner success journey process; sales, onboarding new partners, maintaining ongoing partner relationships, and contract renewals.
• Communicate and enhance partner success data metrics, developing a streamlined approach for clients to access data and leveraging key data to spearhead continuous product and relationship improvement.
• Develop and effectively deploy client early warning systems that include selection of risk metrics, intervention approaches, and post-intervention monitoring.
• Ensure quick response to client inquiries and stand-up effective ticket monitoring.
• Partner with the data team to produce and share meaningful weekly, quarterly, and annual reports.
• Initiate and lead end-to-end implementations of internal and customer-facing technical solutions to improve and support operations.
• Design and provide training to clients/partners on implementing the company’s program and assessment tools.
• Continuously improve client/partner training programs to maximize impact and growth.
• Effectively work with cross-functional teams including sales, marketing, product, software development, HR, content, and operations to provide client feedback and new feature requests.
• Occasional travel to client sites and other events as assigned.
• Measure the percentage of clients retained over a specific period. Partners should focus on building strong client relationships and providing exceptional service to encourage client loyalty and retention.
• Evaluate the growth and expansion of partnerships managed by partners over time, including metrics such as the number of new partnerships established, increased revenue from existing partnerships, or expanded services offered within partnerships.
• Proactively identify upsell and cross-sell opportunities within partner accounts to maximize revenue and increase client lifetime value.
• Monitor competitor activity and market trends to stay informed about industry developments and opportunities for partnership enhancement.
• Track and report on key performance indicators (KPIs), including partner retention rate, client renewal rate, and overall partner satisfaction.
• Stay up-to-date on company products, services, and offerings to effectively communicate value propositions to partners and clients.
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