Senior Director, Client Success

Compensation Range:

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.
• Builds professional development and coaching structures for the team aligned to K-6 education and healthy learning frameworks.
• Promotes a culture of collaboration, equity, and continuous improvement.

Vision and Strategy

• Serves as a key senior level advisor in product development, marketing, and cross department initiatives within the university.  
• Collaborates with research and product teams to ensure feedback informs future product design.
• Leads quarterly and annual business reviews with key district stakeholders.
• Leads long-term planning, including the support of initiatives geared toward operational excellence in a rapidly growing organization.
• Tracks competitor presence and industry trends to evolve digital, social, CRM, and analytics capabilities and stay ahead of the curve.
• Performs other duties as assigned.

Supervisory Responsibilities:   

• Hire, train, develop, provide supervision and operational oversight of 15+ management, staff, and field positions.

Requirements: 

Education & Experience:  

• Bachelor's degree required
• Master’s degree preferred
• Minimum of twelve (12) years of successful experience in a high-level national senior management role managing sales, business development, and partnership development required.
• Leadership experience required; managing large teams, including management-level positions.
• Experience in budget development, management, and national-level oversight, content, technology, and market experience preferred.

Competencies/Technical/Functional Skills:  

• Demonstrated ability to build partnerships with academic colleagues and community individuals and organizations; will need to be able to interact at a high level of leadership within universities and nonprofit organizations.
• Required knowledge of sound personnel practices and procedures and the ability to plan, organize, and direct others in the operation of the various activities within higher education and the nonprofit sector.
• Must be an entrepreneurial and innovative leader with expertise in Higher Education and/or the nonprofit sector.
• Strong strategic thinking, planning, and execution skills, with the ability to take an idea from conception to implementation, collaborating with peers and partners to achieve desired outcomes.
• Exceptional communication and relationship building skills, able to inspire, influence, and educate a wide range of stakeholders.
• The desire to work in a fast-growing, extraordinarily mission-driven organization with strong values of consistency, openness, and mutual respect.
• An empathic, charismatic leader who has strong faith in humanity and treats others with respect. The Senior Director will be an individual of unquestioned integrity, ethics, and values; someone who can be trusted without reservation within higher education and the nonprofit sector.
• Uses sound judgment to make good decisions based on information gathered and analyzed. Considers all pertinent facts and alternatives before deciding on the most appropriate action. Commits to decision.
• Interacts with people effectively. Able and willing to share and receive information. Co-operates within the group and across groups. Supports group decisions and puts group goals ahead of own goals.
• Sets and maintains high performance standards. Pays close attention to detail, accuracy, and completeness. Shows concern for all aspects of the job and follows up on work outputs.
• Displays energy and enthusiasm in approaching the job. Commits to putting in additional effort. Maintains high level of productivity and self-direction.
• Takes personal responsibility for job performance. Completes work in a timely and consistent manner. Sticks to commitments.
• Analyzes problems by gathering and organizing all relevant information. Identifies cause and effect relationships. Come up with appropriate solutions.
• Demonstrates the ability to see a situation from someone else’s viewpoint.

Location: Remote, USA

Travel: Frequent Travel Required; travel nationally at least 40% of the time to build relationships, support the team, and engage with key stakeholders.

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.