Project Lead The Way - Senior Director of School Success (Eastern Region)

Project Lead The Way

OVERVIEW

The Senior Director of School Success leads and manages a team responsible for successful program implementation, retention, and expansion within school districts. The Senior Director provides strategic oversight, develops customer success initiatives, and fosters relationships with key district stakeholders to drive adoption and long-term growth. This role collaborates with internal teams to execute operational and tactical strategies that support customer success, drive program sustainability, and identify expansion opportunities within existing districts. Regular travel required.

This remote role requires a home office within the assigned geographic region to ensure effective customer support and facilitate travel.

Applicants must reside in a state with Central or Eastern Time Zone to be considered for this role.

RESPONSIBILITIES

• Manage and support a team responsible for successful program implementation, retention, and expansion.
• Develop and maintain relationships with key stakeholders within districts, providing strategic guidance and high-level customer engagement.
• Provide guidance and oversight to Team Members as they manage district implementations, ensuring best practices and alignment with organizational goals.
• Execute customer-centric engagement strategies, including proactive outreach, data-driven decision-making, and issue resolution.
• Collaborate with cross-functional teams to develop and deliver engagement experiences that support district decision-making.
• Provide strategic account management oversight, ensuring effective support for districts to maximize program impact and achieve desired outcomes.
• Support the identification of expansion opportunities within existing districts, guiding cross-selling and upselling initiatives.
• Advise districts on available grant and funding opportunities to facilitate program adoption and expansion.
• Hold team accountable to maintain accurate and up-to-date account information within the CRM system, ensuring tracking of engagement activities and key metrics.
• Analyze customer data to identify trends, opportunities, and areas for improvement, shaping team and district engagement strategies accordingly.
• Advocate for customer needs internally, providing feedback to inform program enhancements and service improvements.
• Identify and recommend opportunities to incorporate innovative methods and emerging trends within the customer success function.
• Support team hiring, onboarding, training, and professional development to foster a high-performing customer success team.
• Provide backup account level support, ensuring a seamless experience for customers in case of absence or vacancy.
• Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor's in business, education, or a related field of study or equivalent related experience.
• Experience coaching, leading, and managing the work of others.
• Experience with CRM software and customer success tools.

PROFESSIONAL SKILLS

• Skilled in managing account growth through expansion sales, retention strategies, and upsell opportunities.
• Ability to work collaboratively in a team environment with a focus on building and nurturing relationships.
• Ability to work independently, resourcefully seek answers, and remove obstacles.
• Creative and critical thinking, with a focus on being flexible and adaptable.
• Results-oriented with the ability to consistently meet deadlines.
• Ability to perform at both the strategic and tactical levels.
• Project management skills.
• Ability to handle confidential and sensitive matters with discretion, integrity, and tact.
• Excellent written and verbal communication skills.
• Proven business acumen.
• Ability to effectively prioritize, multi-task, and balance urgent tasks with strategic projects.
• The ability to influence and negotiate in a professional and constructive manner.
• Accountable and takes ownership.
• Excellent judgment and ability to adapt to changing priorities with ease and efficiency.