About the Company 

Who We Are - Intervene K-12 is a fast growth start-up company. We get the impossible done daily. We provide assessments, analytics, and online instruction to assist students struggling in math, reading, science, and English Language (EL/ ESL) and student with exceptionalities (SPED/504 dyslexia, and more…).

Intervene K-12’s programs have served over 30,000 students and have made a significant impact on economically disadvantaged students.

Intervene K-12 is positioning itself to become a leader in global education. We are rapidly expanding and looking for a self-driven, resourceful, and experienced Sales and Marketing/Growth executive to drive the next stage of market expansion and ultimately expand our impact on students.

Role: Head of Client Success and Delivery Overview 

As the Head of Client Success and Delivery, you will own the end-to-end management of client integrations, project delivery, customer support, and client engagement. You will ensure clients achieve their desired outcomes while driving internal accountability and delivering exceptional service. This role requires a dynamic leader capable of thriving in a fast-paced startup or small business environment. You will need to build, create, and implement scalable processes, manage strategic engagement and evangelization with clients, and drive continuous process improvement to enhance operational efficiency and outcomes. Expertise in Lean Six Sigma or similar methodologies is highly preferred.

Key Responsibilities 

Client Success

· Act as the primary point of contact for key clients, fostering strong, long-term relationships and ensuring their satisfaction and retention.

· Develop a deep understanding of client goals and align solutions to meet their needs effectively.

· Proactively identify opportunities for upselling and cross-selling while collaborating with sales to drive account growth.

· Report key data and delivery performance metrics to clients, ensuring transparency and alignment on progress and results.

Delivery and Integrations 

· Oversee the seamless integration of ed-tech solutions into client systems, ensuring timely and effective implementation.

· Create and manage detailed project plans, timelines, and deliverables for each client, ensuring alignment with business and client objectives.

· Troubleshoot and resolve delivery challenges, escalating issues when necessary while maintaining a solutions-driven approach.

· Collaborate closely with product, engineering, and operations teams to address client-specific needs and optimize delivery.

Customer Support 

· Build and oversee customer support functions to ensure prompt, high-quality resolution of client inquiries and issues.

· Develop and implement processes to monitor and improve client satisfaction across all support touchpoints.

· Use insights from customer support interactions to identify recurring pain points and work with internal teams to address them proactively.

· Ensure that client feedback informs product and service improvements.

Strategic Engagement and Evangelization 

· Lead strategic engagement initiatives to strengthen relationships with key stakeholders, including C-level executives, within client organizations.

· Evangelize the value and impact of the organization’s solutions to clients, positioning the company as a trusted advisor and thought leader in the ed-tech space.

· Host client workshops, webinars, and presentations to showcase new features, best practices, and use cases.

· Build client advocates who can act as references and champions for the company’s solutions.

Process Improvement 

· Lead continuous process improvement initiatives to optimize workflows, reduce inefficiencies, and enhance the client experience.

· Apply Lean Six Sigma principles and methodologies to identify and address operational bottlenecks.

· Develop and implement key performance metrics to measure and monitor process effectiveness.

· Train and empower team members in process improvement practices to foster a culture of excellence and innovation.

Renewals and Expansion

· Partner with the sales leadership team to develop and execute strategies for client renewals and account retention.

· Collaborate with sales to identify and pursue opportunities for account expansion based on client needs and potential.

· Analyze account health metrics to proactively address risks and create plans to increase client engagement and satisfaction.

Internal Accountability and Collaboration 

· Drive cross-functional coordination with internal stakeholders (e.g., product development, marketing, customer support, and operations) to deliver on client commitments.

· Ensure clear ownership, expectations, and accountability across teams for client deliverables.

· Act as the client advocate within the organization, ensuring their voice is heard in internal decision-making processes.

Skills and Qualifications 

Core Skills 

· Strong ability to design, build, and implement scalable processes in a fast-paced, high-growth startup environment.

· Expertise in process improvement methodologies, with Lean Six Sigma certification (preferred).

· Proven ability to identify inefficiencies and implement solutions that enhance performance and client satisfaction.

· Proficiency in project management tools (e.g., Jira, Asana, Trello) and CRM platforms (e.g., Salesforce, HubSpot).

· Analytical mindset with the ability to leverage data for decision-making and process improvements.

· Experience in reporting key metrics and delivery performance to clients in a clear and impactful manner.

Leadership and Communication 

· Proven ability to lead cross-functional teams, inspire stakeholders, and foster collaboration in a small business environment.

· Excellent written, verbal, and presentation skills to communicate effectively with clients and internal teams.

· A client-first mentality with a solutions-oriented approach to challenges.

Customer Success Expertise 

· Experience in building and managing customer success and support functions from the ground up.

· Strong track record of managing enterprise clients, ensuring satisfaction, retention, and growth.

· Ability to partner closely with sales teams to drive renewals and account expansion opportunities.

· Proven expertise in strategic client engagement and evangelization to enhance relationships and position the company as a trusted advisor.

Education Requirements 

· Bachelor’s degree in Education, Engineering, Business Administration, Project Management or a related fields.

· MBA or advanced degree is a strong advantage.

· Certifications in Lean Six Sigma (preferred) or other process improvement methodologies.

· Certifications in project management (PMP, PRINCE2) or Agile methodologies are highly preferred.

· Additional certifications in Customer Success (e.g., Gainsight, SuccessHACKER) or related areas are a plus.

Key Performance Indicators (KPIs) 

· Client satisfaction and Net Promoter Score (NPS).

· On-time and on-budget delivery of projects.

· Client retention, renewal rates, and expansion metrics.

· Resolution time and satisfaction scores for customer support.

· Process improvement impact, including efficiency gains and cost reductions.

· Effectiveness of reporting on delivery performance and client outcomes.

· Impact of strategic engagement initiatives on client relationships and advocacy.

What You Bring

· A passion for education technology and the transformative power of learning solutions.

· A strategic mindset combined with hands-on execution to thrive in a startup or small business environment.

· Expertise in process improvement and a proven track record of implementing Lean Six Sigma principles.

· The ability to build, create, and scale processes while delivering measurable results.

· Exceptional skills in client reporting, engagement, and evangelization.

· Resilience and adaptability to perform effectively under pressure in a dynamic, fast-paced workplace.