Bilingual Customer Success Manager/School Experience Manager

Join our growing Customer Success Team and support one of our largest partners. This entry‑level, bilingual (English/Spanish) Customer Success Manager / School Experience Manager role will own complex client relationships with an international school group, managing executive relationships, navigating multiple stakeholders, and operating at both headquarters and individual school levels.

Responsibilities

• Own senior stakeholder relationships at group HQ, 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.
• 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.
• Lead back‑to‑green plans for at‑risk schools, coordinating with Support, Product, and regional SEMs.
• Monitor competitive risk and develop targeted responses in partnership with CE leadership and Product Marketing.
• Escalate retention risks early with a recommended action plan.
• 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 when a group spans 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 as needed.
• Serve as senior relationship owner for new school onboarding within the group, ensuring a strong client experience from day one.
• Coordinate implementation, product adoption, and rollout plans with internal teams (Implementation, Support, Product, regional SEMs) so onboarding leads smoothly into steady‑state usage.
• Lead change management for 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.
• Maintain a single rollout and adoption narrative for the group, delivering a coordinated voice from Faria.
• Maintain accurate stakeholder maps, health scores, renewal risk, and account plans in Salesforce and Planhat.
• Contribute to portfolio health reviews and board‑level reporting on strategic accounts.

Requirements

• Remote work with willingness to travel up to 20% to school/organizational sites.
• Fluency in both Spanish and English.
• Willingness to work EST hours and support calls primarily during European time zones.
• Comfort coordinating across internal teams (Sales, Support, Product, Implementation) without formal authority.
• Previous school leadership experience (principal, director, coordinator, department chair, etc.).
• Nice to have: experience with account planning, renewal risk management, and commercial negotiation.
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Planhat) or equivalent tools.
• Track record of managing senior, multi‑stakeholder relationships, including executive business reviews.
• Must maintain a valid passport as career development and occasional business needs may require travel.

Pay

$50,000 – $70,000 annual salary (with additional OTC earnings potential)

Benefits

• PTO (15 days)
• Holidays (12 days)
• Private Health Insurance
• Retirement Savings

Schedule

Remote with potential for 20% travel to school/organizational sites. Work EST hours and support calls primarily during European time zones.

About Faria Education Group

Faria Education Group is dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we provide an integrated suite that supports curriculum management, teaching and learning, admissions, and school‑to‑home communications. Our technology meets rigorous data‑protection and security standards, offering first‑class training and support for modern international schools. Our offerings include ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Vectare, Wolsey Hall, and Oxford Study Courses.