Senior Director, Client Success

Compensation Range:

Annual Salary: $89,520.00 - $120,850.00

Position Summary

Reporting to the AVP, the Senior Director, Client Success oversees the national implementation, renewals, and expansion of National University Harmony Academy curriculum, tools, resources, and professional learning. The Senior Director provides strategic leadership in two key functional areas: (1) owning strategic relationships with some of our most important educational clients (district schools) and (2) leading the implementation and client success team that ensures school districts, educators, and stakeholders receive high-value outcomes from the Harmony Academy, leading to improved student outcomes and strong district relationships. The Senior Director ensures successful onboarding, implementation, and continued adoption of Harmony Academy to maximize impact and long-term success, driving revenue growth through renewals and expansion. This senior-level leadership position develops annual milestones, performance goals, and provides leadership across broad functional objectives and revenue growth. Working with other senior leadership, the incumbent manages, organizes, and prioritizes critical issues and required information related to client success, renewals, and expansion (e.g., promoting annual organization budget and monitoring, quarterly budget lines, quarterly assessments and forecasts of implementation planning and renewals).

Essential Functions:

Client Relationships

• Represents Harmony Academy in multiple high-level districts, having meetings with senior leaders and partners.
• Owns strategic relationships with high-level districts and partners to support implementation, retention, and expansion.
• Oversees onboarding, implementation, and renewal processes for school and district partners, anticipating and addressing challenges proactively.
• Develops client experience field operations support roadmap and manages high-performing client experience leaders and field staff, leveraging current data analytics (e.g., implementation fidelity, usage data).
• Provides oversight of the ways in which impact meetings are organized to support sustainability, retention, and expansion.

Renewal & Expansion Responsibilities

• Develops and executes the strategic business plan and program related to Client Success (implementation, retention, and expansion) to meet annual growth-revenue milestones through renewals and expansion from the Client Success team.
• Leads the development and implementation of the program’s sustainability strategy, related to retention/renewals, expansion, and related revenue growth.
• Leads the development, with other senior leaders, of future revenue models that support the sustainability of Harmony Academy in schools, districts related to client success, implementation, and professional learning.
• Defines and monitors KPIs related to adoption, engagement, impact, and retention.
• Retention & Renewals:
  • Provides strategic guidance to client success team on renewal strategies.
  • Provides oversight across clients to track renewal timelines, proactively address risks, and ensure contracts.
• Expansion & Growth:
  • Leads team members to identify expansion opportunities within existing Harmony accounts, including upsell, cross-sell, and multi-school/district growth.
  • Develops strategy with Sales and Marketing to align expansion efforts with revenue targets.
  • Analyzes data across clients (adoption trends, usage metrics, and outcome reporting) to facilitate client success team to build compelling cases for expansion.
• Revenue Accountability:
  • Owns renewal and expansion targets for assigned accounts.
  • Leads the client success team to forecast, track, and report on renewal/expansion performance against goals.
• Client Advocacy:
  • Contributes to product roadmap discussions with direct input from client use cases and needs.
  • Serves as the voice of the customer in cross-functional strategy conversations.

Team Leadership

• Sets and executes the vision and roadmap for client success aligned to company-wide goals that drive revenue and the Harmony mission.
• Leads a high-performing regional model that includes 2 regions with directors, senior managers, managers, (senior) implementation specialists, and regional educational specialists.  
• Provides leadership development support and coaching across field management and territory teams, implementing best practices with performance management and personnel issues.  
• Leads, mentors, and grows a team of Client Success Managers, Implementation Specialists, and Support Coordinators.