About Us & Why We’re Hiring

K12 Insight helps school districts deliver superior customer service. We do this by offering the only all-in-one, SaaS enterprise-wide customer service and intelligence platform that was specifically designed for K-12 schools. Our product streamlines inbound communications, helps districts identify problems before they become crises, and builds trust capital. When combined with our professional development, survey and research offerings, we provide the full suite of solutions and services needed for districts to provide and measure their excellent customer service.

As Senior Director of Client Success, you will spearhead the development of a comprehensive end-to-end customer experience, ensuring our clients fully realize the complete value and potential of our solutions. As a primary responsibility, you will be tasked with establishing the strategic direction of the post-sale experience, continuously enhancing our value delivery to customers, and taking a hands-on approach to engage with clients and assist in managing key relationships with senior-level administrators.

Your success will be measured by our clients’ successes — including product adoption, value realization, expansion, and satisfaction across the customer journey. You will also be measured on our success as a business through customer advocacy, expansion, and retention.

You will be a key member of the Senior Leadership Team (SLT) — collaborating and forming close partnerships with internal teams, including Client Operations, Product, Marketing, and Sales. You will oversee two teams of talented professionals all working in customer-facing roles (Client Success Managers and Professional Services).

Responsibilities:

• Drive exceptional client success outcomes, including minimizing churn, attaining high Net Promoter Scores (NPS), accelerating solution adoption rates, and ensuring positive health scores.

• Design and implement optimal customer lifecycles for enterprise software adoption, creating quarterly best practice playbooks within the context of an annual school year.

• Establish a scalable health and service-level segmentation strategy and build interventions or accelerators for each key objective in the annual customer journey.

• Partner with Client Operations to develop change management services to support our clients on their journey to success.

• Work closely with cross-functional leaders in Sales and Marketing to align on strategies, renewal forecasting, coverage plans, retention, and account opportunities.

Key Attributes for Success

• You possess exceptional expertise in optimizing client on-boarding processes, reducing the time it takes to deliver first value, and effectively identifying the most appropriate strategies to reduce customer churn rates and enhance Net Promoter Score (NPS).

• You bring valuable experience in deploying enterprise-level software platforms across complex organizations, which necessitate adept management of cultural changes, building support, and earning the buy-in of end-users. You have a proven track record of achieving this as both the individual responsible for solution delivery and as a team leader.

• You are an experienced systems thinker and team builder in the area of client success.

• You are an enthusiastic and creative leader with the ability to inspire others, earn and maintain their trust with a track record of scaling and upskilling SaaS client success organizations.

• You have hands-on experience building saleable professional services to enhance the utility of a SaaS product.

• You drive a results-oriented culture and can architect, execute, and continuously improve operational plans and processes.

Requirements:

• Bachelor’s degree required

• 3+ years experience leading Client Success teams

• 8+ years of experience in Client Success

• Experience working with school leaders in large urban K-12 school districts

• Previous work experience in Education Technology

• Ability to manage influence through persuasion, negotiation, and consensus building

• Strong empathy for customers

• A passion for revenue and growth

• Analytical and process-oriented mindset

• Experience applying a structured change management approach and methodology

• Experience using a churn management platform (Gainsight, Churn Zero)

Location: This role can be based in our Herndon, VA headquarters or work remotely from anywhere in the USA. We will consider candidates located anywhere in the United States. This role will require up to 15% travel.

What We Offer

At K12 Insight, we are passionate about supporting our customers and making our workplace great. Our dedicated and talented team is one of the things colleagues rave about. Here are some of the ways we care for our team.

- Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays. Oh, and shortened Fridays during the summer!

• Competitive salaries with incentive pay for performance

• Option of medical, dental and vision plans

• Short-term disability, long-term disability and basic life insurance at no extra cost

• 401K retirement savings plan with company match

• Excellent choice of computer equipment and a monthly cell phone plan stipend

• A commitment to individualized professional development (we believe in education!)

- Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.

The expected base pay salary range for this position is $135,000 - $155,000 / year with the opportunity to participate in the Client Success variable pay plan. The salary range represents the low and high end of the base pay salary range for this position, and is subject to change. Exact pay will be based on factors including but not limited to a candidate’s experience and skills, market demands, internal parity and organizational needs.

K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12 Insight uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-