Lead Partner Success Specialist (Remote)

Specific Roles & Responsibilities:

• Bilingual (English/Spanish) preferred but not required
• Preference for candidates based on the East Coast (ideally within reasonable travel distance to NYC)
• Manage implementation and onboarding of all new and renewing partners 
• Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live 
• Develop product knowledge expertise in order to guide customers to realize value quickly 
• Project manage new client implementations via email, phone, and web-based tools 
• Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis 
• Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations. 
• Identify churn risks and develop proactive plans to increase customer retention. 
• Performance will be measured by overall customer satisfaction metrics as well as retention rates. 
• Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients. 
• Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success 
• Work with the Support and development teams on improving the product based on customer feedback 
• High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers. 
• Adapt to evolving program implementation goals while effectively managing competing priorities and delivering high-quality work within tight timelines 

• Manage high-volume support channels, responding to inquiries within 48 hours and maintaining resource documentation. Proactively engage users through in-platform messaging, newsletters, and community forums. 
• Plan, coordinate, and deliver virtual and in-person training sessions for educators, coaches, and leaders. Manage registrations, communications, session logistics, and follow-up (including certification). Tailor learning opportunities to meet diverse workforce needs. 
• Partner with senior leadership and cross-functional teams to plan ongoing professional learning, align on goals, and address implementation challenges. Facilitate regular meetings, create agendas, and provide strategic insights 
• Support onboarding and adoption for new sites and initiatives. Contribute to the development of implementation tools and resources, including documentation and data-informed materials. 
• Collaborate with data teams to support rostering processes, troubleshoot issues, and improve workflows. Monitor trends and identify opportunities for process improvement. 
• Develop and maintain user-facing content including newsletters, help resources, and internal documentation. Coordinate webinars and platform walkthroughs to increase product utilization.   

• Bilingual (English/Spanish) preferred but not required
• Preference for candidates based on the East Coast (ideally within reasonable travel distance to NYC)
• Experience with Teaching Strategies products and services highly preferred 
• Strong knowledge of early childhood education content and pedagogy preferred 
• 2-4 years of experience in Customer Support, Customer Success, Onboarding/ Implementation or Account Management with examples of success 
• Bachelor's Degree in education or other related areas required 
• Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management). 
• Experience with Salesforce, ChurnZero or another CRM solution is highly desired 
• Superior organizational capabilities and time management skills are a must 
• Must have proven track record and capabilities for delivering excellent customer experiences 
• Must have strong analytical, problem solving and troubleshooting skills 
• Excellent written and verbal communication skills 
• Effective organizational skills 
• Effective presentation skills 

• Competitive compensation package
• Employee Equity Appreciation Program
• Health and wellness insurance benefits
• 401k with employer match
• Flexible work environment 
• Unlimited paid time off (which includes paid holidays and Winter Break)
• Paid parental leave
• Tuition assistance, professional development, and opportunities for career growth
• Best in class technology equipment for every employee
• Penthouse suite in downtown DC seconds away from Washington Nationals Stadium and Audi Field