Bilingual Customer Success Manager/School Experience Manager

Job description

Join our growing Customer Success Team and support one of our largest partners. We are looking for an entry-level, bilingual (English/Spanish) Customer Success Manager (CSM)/ School Experience Manager (SEM) with significant K-12 instructor and leadership experience. You'll own some of our largest and most complex client relationships: an international school group with significant scale and a multi-product footprint across the Faria product suite. This is an enterprise client experience role: you'll manage executive relationships, navigate multiple stakeholders across the group, and operate at both the HQ and individual school levels simultaneously. You'll be the single point of accountability for the group you own, coordinating Sales, Support, Product, and Implementation to deliver a unified experience for the client. What you'll do Executive relationship management Own the senior stakeholder relationship at group HQ level, including C-suite and Director-level contacts across curriculum, operations, and technology Lead executive business reviews and annual strategic reviews, articulating ROI and aligning our roadmap to the group's educational priorities Build multi-threaded relationships across regions and school campuses, identifying and developing internal champions at each level Maintain continuity of relationship through leadership transitions, proactively managing champion turnover risk Account strategy and growth Develop and own a multi-year account plan for each group, covering retention, product expansion, and NRR growth targets Identify and qualify upsell and cross-sell opportunities across the group's school network Partner with Sales on commercial negotiations, group-level agreements, and multi-year contract structures Track product adoption at both group and school level, intervening proactively where usage is low or champion knowledge has eroded Retention and risk management Lead back-to-green plans for at-risk schools within the group, coordinating with Support, Product, and regional SEMs as needed Monitor competitive risk and develop targeted responses in partnership with CE leadership and Product Marketing Escalate retention risks early with a recommended action plan Internal coordination Act as the primary internal coordinator for group accounts — the single point of contact and accountability within Faria for each assigned group Coordinate with regional SEMs where a group has schools in multiple regions, ensuring consistency of experience and a unified Faria voice Brief Support on escalations and liaise with Product on feature gaps affecting the group, mobilizing internal resources when needed Act as the senior relationship owner for new school onboarding within the group, ensuring client experience is right from day one Change management and adoption Coordinate implementation, product adoption, and rollout plans with internal teams — Implementation, Support, Product, and regional SEMs — so onboarding leads smoothly into steady-state usage across the group Act as the change management lead for the client during major rollouts, aligning internal teams and client stakeholders on timelines, training needs, and communication Partner with Implementation and Support to translate rollout plans into adoption milestones, and track usage against those milestones at both group and school level Proactively identify adoption gaps or change-fatigue risk within the group and mobilize the right internal team to address them Keep internal teams aligned on a single rollout and adoption narrative for the group, so the client experiences one coordinated voice from Faria Operational Maintain accurate stakeholder maps, health scores, renewal risk, and account plans in Salesforce and Planhat Contribute to portfolio health reviews and board-level reporting on strategic accounts What we're looking for Remote with potential for 20% travel to school/organizational sites Fluent in both Spanish and English Willingness to work EST hours and support calls primarily during European time zones. Comfort coordinating across internal teams (Sales, Support, Product, Implementation) without formal authority over them Previous school leadership experience (i.e., principal, director, coordinator, department chair, etc.) Nice to Have Experience with account planning, renewal risk management, and commercial negotiation Familiarity with CRM and customer success platforms (e.g., Salesforce, Planhat) or equivalent tools A track record of managing senior, multi-stakeholder relationships, including executive business reviews * Career development and other business needs occasionally present themselves, even for non-traveling roles; therefore, we ask all Faria Education Group employees to maintain a valid passport. Full training will be provided during induction, and further training will be provided throughout your employment to assist in advancing your career with Faria Education Group. Equal Opportunities: All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex. Please note: Only shortlisted candidates will be contacted due to a high volume of applicants. BENEFITS $50,000 - $70,000 annual salary (with additional OTC earnings potential) PTO (15) Holidays (12) Private Health Insurance Retirement Savings ABOUT FARIA EDUCATION GROUP At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services. We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools. Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide. Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Vectare, Wolsey Hall, and Oxford Study Courses.