Director of K-12 Client Success & Implementations

Intervene K-12 is seeking a builder and operator to serve as Director of Client Success & Implementation, leading the day-to-day Client Success organization and building the systems, processes, team discipline, and client-management infrastructure required to successfully onboard, support, retain, and scale a growing portfolio of K-12 partnerships.

This is not a traditional customer-service, senior account-management, or implementation project-management role. We need a leader who understands how school districts and campuses operate and can translate that knowledge into a disciplined Client Success operating system.

The Director will lead Client Success Managers and CS / Project Coordinators and own the client-management journey from post-sale handoff through onboarding, implementation coordination, launch, ongoing account health, support, risk management, and renewal readiness.

This person must be equally comfortable sitting across the table from a district leader, digging into why a campus implementation is struggling, inspecting CRM and account-health data, coaching a CSM, and building the process that prevents the same problem from occurring across the rest of the portfolio.

Intervene K-12 manages partnerships across school districts, campuses, state and publicly funded programs, and other education initiatives. Our partnerships may include online and in-person tutoring, hybrid instructional programs, assessments, analytics, software, SaaS products, reporting, and other technology-enabled education solutions.

Clients may include superintendents and district executives, academic and program leaders, principals, campus administrators, teachers, students, families, and community partners. This complexity requires a Client Success leader who already understands the rhythms, stakeholders, constraints, and expectations of K-12 environments and can build repeatable systems around them.

The Director of Client Success & Implementation will become the operating leader for the core Client Success function. The mission is to create predictable onboarding, complete client-health visibility, proactive risk management, strong client support, disciplined renewal readiness, and a Client Success team that can execute without the Head of Client Success & Engagement or CEO chasing routine account activity.

From the moment a new partnership is handed off from Sales, this leader should be able to answer:

• What exactly did we commit to the client?
• What outcomes and success criteria matter most?
• Who are the key district and campus stakeholders?
• Is the client-facing implementation and launch on track?
• What could affect the client experience, and has it been escalated early?
• Is the client receiving and understanding measurable value?
• What is the health of the account today?
• What must happen now to position the account for renewal?

• Own the client-facing transition from signed contract through launch and steady-state Client Success.
• Lead or oversee Sales-to-Client Success handoffs, kickoff, success criteria, stakeholder capture, communication plans, and client expectations.
• Translate client requirements and commitments into clear handoffs to Delivery & Operations.
• Maintain visibility into implementation readiness, client-facing milestones, and launch risks.
• Escalate execution risks early and ensure clients are never surprised by issues that should have been visible internally.
• Coordinate client communication while Delivery & Operations owns operational implementation, resource deployment, and functional work streams.

• Lead the day-to-day Client Success team and maintain current Green / Yellow / Red health across 100% of active accounts.
• Establish consistent client check-ins, success plans, program/data reviews, utilization and adoption monitoring, and Voice of Customer practices.
• Ensure client questions, commitments, action items, and support needs are actively managed and followed through.
• Identify deteriorating accounts before they become renewal emergencies and establish documented recovery plans.
• Provide the Head of Client Success & Engagement with accurate portfolio visibility, risks,…