Director of K-12 Client Success & Implementations

About the role

Intervene K-12 seeks a Director of Client Success & Implementation to build and lead the Client Success operating system that ensures predictable onboarding, proactive risk management, strong client support, disciplined renewal readiness, and a high‑performing Client Success team. The role bridges sales handoff and ongoing account health, translating deep K‑12 district knowledge into repeatable processes while partnering with Delivery & Operations on execution.

Responsibilities

• 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 definition, stakeholder capture, communication plans, and client expectation setting.
• 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 so clients are never surprised.
• Coordinate client communication while Delivery & Operations owns operational implementation, resource deployment, and functional workstreams.
• Lead the day‑to‑day Client Success team and maintain current Green / Yellow / Red health status 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.
• 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.
• 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.
• Understand the critical boundary: Client Success owns the client side of implementation (onboarding, expectations, communication cadence, health, support, risk visibility, renewal readiness); Delivery & Operations owns functional execution (tutor staffing, curriculum & instruction, technology, operational workstreams).
• Know whether execution is on track, understand the client impact, escalate risks, and manage communication without taking functional work back from Delivery & Operations.

Requirements

• 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