Manager, Client Experience

Description

The Manager, Client Experience is a key leadership role responsible for guiding and supporting the teams that work directly with K-12 school district clients. This position ensures that Client Experience Managers (CXMs), client experience advocates, and supporting teams are empowered with the right strategies, resources, and training to drive district satisfaction, retention, and success.

As a leader in the Client Experience organization, you will focus on coaching, process optimization, and cross-functional collaboration to ensure that school districts receive proactive, high-quality service. You will play a critical role in shaping client engagement strategies, ensuring alignment with district priorities such as cloud adoption, compliance, funding cycles, and operational efficiency.

This is a strategic leadership role, focusing on team development, process execution, and advocacy at the organizational level, ensuring the teams under your leadership can build and maintain trusted relationships with district stakeholders.

Responsibilities

Leadership & Team Empowerment

• Lead, mentor, and develop Client Experience Managers (CXMs), client experience advocates, and support teams to ensure they effectively serve and support school districts.
• Foster a client-first culture, ensuring teams are aligned with district priorities, funding cycles, compliance requirements, and technology trends.
• Provide ongoing coaching, training, and professional development to elevate the team's ability to build relationships and drive district success.
• Champion operational excellence, ensuring team members have clear processes, tools, and resources to manage their districts effectively.

Strategy & Client Engagement Oversight

• Develop and implement scalable client success strategies that empower CXMs and client advocate teams to proactively support districts of varying sizes and needs.
• Ensure consistent execution of engagement plans, including onboarding workflows, training programs, and ongoing check-ins.
• Monitor district satisfaction trends, guiding the team in leveraging data-driven insights (NPS, CSAT, retention metrics) to refine engagement approaches.
• Act as a point of escalation for complex or high-priority district issues, supporting team members in resolving challenges effectively.

Operational Excellence & Cross-Functional Coordination

• Oversee the efficient execution of client support and success strategies, ensuring that school districts receive consistent, proactive, and high-quality service.
• Collaborate with Product, Sales, Professional Services, Marketing, Development and Support teams to ensure the CX team has the right tools, resources, and insights to effectively guide school districts.
• Ensure alignment between client success initiatives and organizational priorities, particularly in areas like cloud adoption, compliance support, and district-wide technology rollouts.
• Regularly assess and optimize team performance using key metrics, ensuring teams are meeting goals for district retention, engagement, and satisfaction.

Driving Strategic Impact for School District Clients

• Align CXM team strategies with school district challenges and priorities, including staff shortages, funding limitations, technology adoption, and compliance requirements.
• Ensure that district feedback is regularly analyzed and shared with senior leadership and product teams, driving improvements in product innovation and service delivery.
• Guide the development of district engagement programs, such as best practice webinars, user group events, and executive-level training.

Proactive Client Success Strategies

• Ensure the CXM team is driving district adoption of key features, particularly around cloud-based tools, security enhancements, and operational efficiencies.
• Oversee training initiatives, ensuring the team is effectively educating district clients through onboarding programs, knowledge bases, and self-service resources.

Qualifications

Education:

• Bachelor's degree in Education, Business, Customer Success, or a related field; advanced degree preferred.
• Deep understanding of K-12 education administration, EdTech, or school district operations is a strong advantage.
• Experience:
• 7+ years of leadership experience in client success, customer advocacy, or a related field, ideally within SaaS, EdTech, or HRTech serving school districts.
• Proven experience leading teams that work directly with school district clients, ensuring they deliver exceptional service and drive district success.
• Strong background in coaching and developing high-performing teams, with measurable success in improving district satisfaction, retention, and product adoption.

Skills & Competencies:

• Exceptional leadership abilities, with a proven ability to mentor, inspire, and align teams around client success.
• Strong strategic mindset, capable of ensuring client engagement strategies align with school district operational needs and priorities.
• Excellent communication and relationship-building skills, particularly in guiding teams that support district executives, technology directors, and education leaders.
• Data-driven decision-maker, with expertise in using NPS, CSAT, and other client success metrics to optimize team performance and client engagement.
• Ability to navigate the complexities of K-12 district structures, ensuring teams are equipped to support diverse district needs and challenges.

Metrics for Success

• Team & Client Success Performance
• Improved district retention and satisfaction scores (NPS, CSAT) as a result of effective team strategies and execution.

Higher engagement rates among school districts, as measured by training participation, feature adoption, and renewal rates.

Stronger district advocacy, reflected in case studies, referenceable districts, and leadership engagement.

• Operational & Process Efficiency
• Optimized team workflows, ensuring CXMs and client experience advocates can proactively manage and support school district clients.

Faster resolution of escalations, reducing time-to-resolution and improving district experiences.

Increased efficiency in onboarding & training processes, ensuring school districts quickly gain value from solutions.

• Team Development & Growth
• High employee engagement and retention, reflecting a strong, mission-driven team culture.

Progression of team members into leadership and specialized roles, strengthening long-term organizational capabilities.

Ongoing professional development, ensuring CXMs and client experience advocates stay informed on K-12 trends, funding cycles, and compliance requirements.