Client Success Director, Alpha - $200,000/year USD

About the role

Alpha School students, on average, experience 2.4 to 2.6 times the academic growth of traditional school students. Alpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real‑world skills: students finish core academics in two hours a day using AI‑powered apps, then spend the rest of their time on public speaking, critical thinking, and real‑world projects, with no lectures or busywork, delivering top‑1% results nationwide. Families pay for this unconventional model and need someone they trust to guide them through doubt, defend the approach, and make hard decisions that protect the community and the school’s mission.

You will be the parent‑facing side of a leadership partnership with the Guides who mentor students. You’ll own the relationship with every family, lead the hard conversations, make real‑time judgments in ambiguous situations, and build campus traditions, parent networks, and local partnerships. Depending on the campus’s phase, you’ll focus on growth (launch or under‑enrolled campuses) or retention, referrals, and community depth (mature campuses). You’ll protect the Guides’ authority with students, take family issues off their plate, and ensure families always know who owns what.

Responsibilities

• Own the relationship with every family on campus; lead hard conversations, find the real concern, deliver a clear decision, hold it, and follow through until resolved.
• Defend Alpha’s model through screen‑time worries, skeptical relatives, and moments of doubt.
• Operate as the parent‑facing co‑leader alongside your Guides: align before and after sensitive conversations, protect the coaching relationship they hold with students, take family issues off their plate, and make sure families always know who owns what.
• Make real‑time calls in ambiguous student and family situations; route child‑safety, legal, and high‑risk matters through the correct escalation path immediately.
• Build the community: develop campus traditions, parent networks, and local partnerships each with a defined outcome, and cultivate trusted parent champions who become the campus’s most credible voice.
• Own the growth contribution your campus phase calls for: at a launch or under‑enrolled campus, develop local demand and personally own admissions follow‑through to enrollment; at a mature campus, focus on retention, referrals, and clean handoffs to admissions.
• Do not pass concerns along to someone else; you are a decision‑maker, not a liaison.
• Do not keep the peace by saying yes, softening standards, bending the model, or treating parent concerns as a ticket queue.
• Do not escalate every ambiguous situation to avoid owning the call, nor sit on something that belongs with campus leadership, safety, or legal.
• Do not take over mentoring and coaching decisions that belong to your Guides, nor leave Guides to absorb parent issues you should have resolved.
• Avoid routine school administration, desk work, or waiting for a playbook, established process, or full team before acting.

Requirements

• Live within commuting distance of one of these campuses, or relocate within 60 days: Boca Raton, FL; Burlington, VT; Jackson Hole, WY; Las Vegas, NV; Palm Beach, FL; Park City, UT; Tulsa, OK.
• On‑site full‑time, including early mornings, late afternoons, evening events 2–3×/month, and occasional weekends.
• Legally authorized to work in the U.S. without sponsorship.
• 5+ years personally owning high‑trust relationships with families, clients, donors, or members, where your judgment and follow‑through changed retention or advocacy.
• Track record of holding firm decisions with demanding stakeholders without losing the relationship.
• Independent ownership of an ambiguous relationship, community, or growth outcome, with results you can point to as your own.
• Willing to own school growth and admissions follow‑through when your campus phase calls for it.