The opportunity

We are looking for a Relationship Management Specialist to join our growing Growth and Impact team, driving our mission to impact 100 million lives through literacy. In this role,  you will serve as the key owner of the client relationship, managing every touchpoint throughout the customer lifecycle, post initial sale. This role is critical in creating a lasting client relationship, driving upsell/cross-sell opportunities, generating revenue and client referrals for new partnerships. Additionally, you will act as the project manager (PMO) for client initiatives, ensuring alignment across internal teams and maintaining the overall health of the relationship.

You will partner cross-functionally with internal stakeholders—including sales, product, marketing, and operations teams—to advocate for the client, balancing their needs with profitability goals. Your strategic insights will guide client onboarding processes, data-driven outcome reviews, and relationship growth initiatives. 

Subject matter expertise in adult learning theory, coaching, change management, Structured Literacy, and the Science of Reading is necessary to partner with our clients as a trusted advisor.  Experience building relationships with and engaging high profile executives serving in the various levels of education is critical for the success of this role.

We encourage applications from all backgrounds and identities. If you’re passionate about partnering with educators to improve literacy outcomes, we want to hear from you, even if you don’t meet every requirement listed.

What you’ll do 

We seek a Relationship Management Specialist who provides client advocacy, analytical thinking as it relates to data and insights, strategic thinking for partner planning, problem-solving and problem-prevention practices, and a sales acumen that supports the clients and AIM Institute for Learning and Research.

You will:

• Lead new client onboarding, ensuring a smooth handover from sales and setting clear expectations for the client journey.
• Own the relationship with the client, acting as their advocate while driving profitable outcomes. Manage renewals, cross-sell, and upsell opportunities to drive NRR.
• Conduct regular strategic business review meetings to assess customer satisfaction, success metrics, opportunities for further engagement, and overall strategic planning.
• Lead client-facing projects, coordinating with product, sales, and other teams to ensure milestones are met and the client is aligned on progress.
• Utilize customer data to identify trends, pain points, and opportunities for improvement. Create conditions for clients to lead discussions on these insights during business reviews and be a thought partner for their overall success.
• Serve as the primary point of contact for clients, ensuring they have the resources and support needed while conveying their needs internally.
• Work closely with internal teams (sales, marketing, product) to align customer strategies with product roadmaps and marketing initiatives.
• Continuously refine and improve the onboarding, support, and retention processes based on feedback and insights.

What we need from you 

• Bachelor’s degree in Business, Education Administration, or a related field is preferred
• Certification programs in Customer Success Methodology
• Certification programs or course completion in the areas of coaching or change management
• Reading Endorsements, Structured Literacy Certifications, or equivalent training is preferred, Science of Reading Subject Matter Expertise
• Experience with CRM platforms (Salesforce), Project Management Tools (Smartsheets), and a variety of Learning Management Systems
• A deep understanding of education systems, particularly K-12, and how departments of education operate.
• Ability to handle timelines, contracts, and resources effectively, ensuring project deliverables align with department expectations.
• Strong written and verbal communication skills for engaging with stakeholders
• Ability to articulate complex educational concepts and strategies clearly to different audiences.
• Skills in collecting and analyzing educational data, creating reports and presentations that align with reporting requirements.
• Adaptability and Problem-Solving based on ever-changing policies and priorities and the ability to address challenges proactively.
• Minimum 2-5 years of experience in Customer Success Management, preferably in a SaaS environment preferred.
• Proven track record in managing customer relationships, renewals, and upsells for a book of business preferred.
• Project management experience, managing high stakes, high profile projects using PMO systems preferred.