Director of Partner Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Partner Experience team, including workload management, prioritization, coaching, and performance evaluation.

• Facilitate partner onboarding, training, and implementation support from start to finish, ensuring that teachers and district leaders can utilize the curriculum effectively from day one.

• Implement the engagement model established by GTM leadership for supporting partners through Inquiry Journeys, Inkwell, and Great First Eight, including managing districts using multiple products simultaneously and clearly flagging, with data, when the model is under strain due to high volume.

• Track partner health metrics on a daily basis, using them to identify risks early and highlight opportunities for renewal, upsell, and expansion to leadership and Account Management.

• Collaborate closely with Sales and Account Management to ensure a smooth transition from the sales cycle into implementation and long-term engagement.

• Serve as the daily liaison between Partner Experience and Product, Marketing, and Sales, ensuring real partner feedback is communicated to those responsible for roadmap, messaging, and go-to-market decisions.

• Manage and prioritize operational workloads across the team, including partner operations and professional development logistics, and suggest where tools, contractor support, or process modifications could alleviate capacity issues.

• Conduct partner feedback loops and processes that collect and disseminate partner success stories to support renewal and advocacy efforts.

• Cultivate a proactive and collaborative team culture on a daily basis, addressing partner-facing capacity and risk concerns with GTM leadership before they escalate into larger issues.

• Ensure the effective use of systems across the team, including Gainsight, to promote transparency and data-driven decision-making.

• Work both remotely and in-person, with occasional travel to partner districts, team retreats, and company events—averaging approximately one trip per month.

⛳️ Requirements

• Minimum of 5 years of experience in customer success, partner experience, or implementation leadership, preferably in K–12, edtech, or another complex-sale, relationship-focused environment.

• At least 2 years of direct team management experience, with a proven record of coaching individuals to improve performance.

• Ability to navigate multiple products or workstreams simultaneously; capable of effectively managing a team within a framework that is still evolving without needing complete clarity beforehand.

• Strong analytical skills; proficient in building and interpreting partner health metrics and utilizing them for decision-making.

• Exceptional cross-functional collaborator; fosters genuine partnerships with Sales, Product, and Marketing rather than merely transferring documents.

• High level of operational ownership; when identifying a capacity or process issue, you proactively address it (staffing, tools, workflow) rather than simply flagging it.

• Experience engaging with districts and/or schools.

• Willingness and capability to travel, averaging about once per month.

🏝️ Benefits

• Health & 401K: Employee-covered health care and retirement matching.

• Flexible PTO & Company Closures: Flexible paid time off and 12+ observed days off.

• Chances to Connect: Biannual company retreats and optional local meetups.

• Remote Opportunities: Most positions are remote, providing work-from-home flexibility.

• Perks and Stipend: Technology package provided, along with a home office stipend.

• Learning and Development: Opportunities for education and development, monthly Brunch and Learns, and more!