Bilingual Customer Success Manager/School Experience Manager

Faria Education Group • Full-time • Remote (Jersey City, New Jersey, United States) • 1d ago

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.

https://www.faria.org/careers