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.

About Intervene K-12

Intervene K-12 is a mission-driven education and technology company helping school districts improve student outcomes through tutoring, intervention, assessments, analytics, educator support, software, and technology-enabled educational solutions.

Over its 10-year history, Intervene K-12 has built partnerships spanning state, federal, school-district, and campus-level programs. The company operates across online, in-person, and hybrid delivery models and continues to expand its products, geographic reach, and operational capabilities.

Today, Intervene K-12 combines the experience and trusted relationships of an established education company with the speed, ambition, and experimentation of a high-growth organization. The company is actively incorporating AI, automation, software, and data into how it serves students, supports educators, manages client partnerships, and scales operations.

ELL Pro, an Intervene K-12 company, provides technology solutions that help school districts support English Learners and Multilingual Learners. Its platform equips educators with tools and data designed to improve student achievement while simplifying program management and reporting. Learn more at www.ellpro.com.