Bilingual Customer Success Manager​/School Experience Manager

Client Experience
- Jersey City, New Jersey (Remote)

Join our growing Customer Success Team and support one of our largest partners.

We are looking for an entry-level, bilingual (English/Spanish) Customer Success Manager (CSM)/ School Experience Manager (SEM) with significant K-12 instructor and leadership experience.

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.

This is an enterprise client experience role: you'll manage executive relationships, navigate multiple stakeholders across the group, and operate at both the HQ and individual school levels simultaneously. You'll be the single point of accountability for the group you own, coordinating Sales, Support, Product, and Implementation to deliver a unified experience for the client.

Executive relationship management

• 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

Account strategy and growth

• 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

Retention and risk management

• 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

Internal coordination

• 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

Change management and adoption

• 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…