Manager, Client Experience

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.

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