Workforce and Community Education

Senior Director, Client Success

Workforce and Community Education

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $89,520 - $120,850 per year

Job Level

Senior

About the role

  • Oversee the national implementation, renewals, and expansion of National University Harmony Academy curriculum, tools, resources, and professional learning.
  • Own strategic relationships with high-level districts and partners to support implementation, retention, and expansion.
  • Oversee onboarding, implementation, and renewal processes for school and district partners, anticipating and addressing challenges proactively.
  • Develop client experience field operations support roadmap and manage high-performing client experience leaders and field staff, leveraging current data analytics (e.g., implementation fidelity, usage data).
  • Provide oversight of the ways in which impact meetings are organized to support sustainability, retention, and expansion.
  • Develop and execute the strategic business plan and program related to Client Success to meet annual growth-revenue milestones through renewals and expansion from the Client Success team.
  • Lead the development and implementation of the program’s sustainability strategy related to retention/renewals, expansion, and related revenue growth.
  • Define and monitor KPIs related to adoption, engagement, impact, and retention.
  • Provide strategic guidance to client success team on renewal strategies and oversee tracking of renewal timelines and contracts.
  • Identify expansion opportunities within existing Harmony accounts and develop strategy with Sales and Marketing to align expansion efforts with revenue targets.
  • Own renewal and expansion targets for assigned accounts and lead forecasting, tracking, and reporting on performance against goals.
  • Contribute to product roadmap discussions as the voice of the customer and lead quarterly and annual business reviews with key district stakeholders.
  • Hire, train, develop, provide supervision and operational oversight of 15+ management, staff, and field positions.
  • Lead, mentor, and grow a team of Client Success Managers, Implementation Specialists, and Support Coordinators.
  • Collaborate with research and product teams to ensure feedback informs future product design.
  • Track competitor presence and industry trends to evolve digital, social, CRM, and analytics capabilities.

Requirements

  • Bachelor's degree required
  • Master’s degree preferred
  • Minimum of twelve (12) years of successful experience in a high-level national senior management role managing sales, business development, and partnership development required.
  • Leadership experience required; managing large teams, including management-level positions.
  • Experience in budget development, management, and national-level oversight, content, technology, and market experience preferred.
  • Demonstrated ability to build partnerships with academic colleagues and community individuals and organizations; will need to be able to interact at a high level of leadership within universities and nonprofit organizations.
  • Required knowledge of sound personnel practices and procedures and the ability to plan, organize, and direct others in the operation of the various activities within higher education and the nonprofit sector.
  • Must be an entrepreneurial and innovative leader with expertise in Higher Education and/or the nonprofit sector.
  • Strong strategic thinking, planning, and execution skills, with the ability to take an idea from conception to implementation, collaborating with peers and partners to achieve desired outcomes.
  • Exceptional communication and relationship building skills, able to inspire, influence, and educate a wide range of stakeholders.
  • Ability to travel nationally at least 40% of the time.