Director of K-12 Client Success & Implementations

Director of Client Success & Implementation

Build the Client Success Operating System Behind Strong K-12 Partnerships

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.

Operating principle: Client Success owns the client experience. Delivery & Operations owns execution.

The Client Environment

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 Mission of the Role

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?

What You Will Own

Client Onboarding & Implementation Coordination

• 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 workstreams.

Portfolio Health, Support & Client Success

• 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, recommendations, and exceptions.

Renewal Readiness & Risk Management

• Make every account renewal-ready well before the commercial renewal conversation begins.
• Maintain visibility into renewal dates and values, decision makers, client sentiment, outcomes, utilization, open issues, stakeholder support, value evidence, and known risks.
• Ensure every Yellow / Red account has a recovery plan with accountable owners, milestones, and a client communication plan.
• Partner with the Head of Client Success & Engagement on retention strategy while ensuring the underlying account is operationally ready to renew.

Team Leadership & the Client Success Operating System

• Lead, coach, develop, and hold accountable Client Success Managers and CS / Project Coordinators.
• Establish clear account ownership, role clarity, delegation, coaching, inspection, and performance standards.
• Build and enforce HubSpot / CRM discipline, account plans, health standards, stakeholder information, action tracking, escalation protocols, and portfolio reviews.
• Create repeatable onboarding, client-management, renewal-readiness, and cross-functional handoff processes.
• Continuously improve the Client Success operating model so performance does not depend on individual heroics or CEO intervention.

The Critical Boundary: Client Success vs. Delivery & Operations

This Director owns the client side of implementation, not the functional execution of delivery. Tutor staffing, Curriculum & Instruction execution, Technology execution, and operational implementation workstreams are owned by Delivery & Operations.

• Client Success owns client onboarding, expectations, communication cadence, health, support, risk visibility, and renewal readiness.
• Delivery & Operations owns how the work is executed, including functional resources, implementation workstreams, and operational resolution.
• The Director must know whether execution is on track, understand the client impact, escalate risks, and manage communication without taking functional work back from Delivery & Operations.

What We're Looking For

Required Qualifications

• 7-10+ years of progressive experience in Client Success, Customer Success, Strategic Account Management, Implementation / Onboarding, district partnerships, education services, or related client operations, including meaningful people leadership.
• Meaningful experience working directly with K-12 school districts, district leaders, campus leaders, or education programs is required.
• Demonstrated understanding of the K-12 client lifecycle, including district/campus onboarding, implementation, stakeholder management, program support, data/outcomes reviews, renewal cycles, and client service expectations.
• Demonstrated experience building or significantly improving a Client Success, account-management, onboarding, or client-support operating system - not only managing an assigned book of business.
• Experience managing complex, multi-stakeholder district or enterprise accounts across multiple locations, campuses, programs, or workstreams.
• Experience leading, coaching, and developing Client Success Managers, account managers, implementation/client-support staff, or comparable teams.
• Strong operational and organizational discipline with the ability to create structure, standards, dashboards, cadences, and accountability.
• Demonstrated ability to identify account risk early, establish recovery plans, and coordinate cross-functional action before issues become renewal threats.
• Experience establishing client-health measures, account plans, communication cadences, renewal-readiness processes, CRM discipline, and management reporting.
• Strong executive communication skills and the ability to work credibly with district administrators, program leaders, principals, and other education stakeholders.
• Ability to use student/program data, utilization information, outcomes, and client feedback to communicate value and guide account strategy.
• Ability to manage cross-functional work and hold peers accountable without directly controlling every resource required for execution.
• High tolerance for ambiguity, changing priorities, and a growing organization where some systems and playbooks still need to be built.
• Ability to travel to client sites as needed and work from Intervene K-12's Houston office according to company expectations.

Strongly Preferred

• Experience supporting districtwide or multi-campus K-12 programs.
• Experience in tutoring, intervention, supplemental education, edtech, SaaS, assessment, or other technology-enabled education services.
• Experience with HubSpot or a comparable CRM / Customer Success platform.
• Experience building client-health dashboards, renewal forecasting, implementation/onboarding playbooks, or scalable CS processes.
• Project/program management, customer success, implementation, or process-improvement training or credentials.

The Leadership Profile We Need

• A builder who sees missing structure and creates it.
• An operator who can move from a district conversation to a portfolio dashboard to a CSM coaching session without losing the thread.
• Proactive: sees client risk early instead of waiting for escalation.
• Highly organized and rigorous without creating unnecessary bureaucracy.
• Comfortable holding other functions accountable while respecting ownership boundaries.
• Data-driven and able to distinguish activity from actual client health and value.
• A strong people leader who delegates, coaches, inspects, and develops rather than repeatedly taking work back.
• Calm, constructive, and solution-oriented when launches or client relationships become difficult.
• Relentless about follow-through, documentation, commitments, and closing loops.
• Comfortable building while operating - serving clients today while creating the system that scales tomorrow.

Success in the First Year

• 100% of active accounts have current health status, owner, next action, renewal date, key stakeholders, open risks, and a current success plan.
• Every newly closed client receives a complete Sales-to-CS handoff, documented kickoff, success criteria, communication plan, and visible client-facing implementation/readiness status.
• All accounts entering the defined renewal window have a documented renewal-readiness assessment, risk level, stakeholder/decision-maker map, value evidence, and action plan.
• Every Yellow / Red account has a documented recovery plan with accountable owners, milestones, and client communication.
• Clients receive consistent check-ins and program/data reviews that demonstrate utilization, outcomes, progress, and areas requiring action.
• CSMs and coordinators have clear ownership, scorecards, coaching cadence, operating standards, and increasing ability to execute independently.
• HubSpot / CRM records, health reporting, renewal calendar, stakeholder maps, action tracking, and portfolio review cadence are consistently maintained and used as management tools.
• The Client Success organization contributes to the department goal of 95%+ gross revenue retention.
• The Head of Client Success & Engagement and CEO no longer need to chase routine account information or personally manage day-to-day Client Success execution.