Director of Client Success & Implementations

Intervene K-12•Houston, TX

2d•Hybrid

About The Position

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. 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 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?

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 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.

Nice To Haves

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.

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, 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.
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.
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.
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.
Own 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.