Relationship Management Specialist

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🕒 June 24

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AIM Academy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

📚 Education

🤝 Non-profit

Education • Non-profit

AIM Academy is a not-for-profit organization that operates both a school for children with language-based learning differences and an affiliated research and training institute focused on improving literacy. It combines classroom practice, research-to-practice innovation, professional learning for educators, and school/district partnerships to advance evidence-based literacy instruction and systemic change. AIM Academy also engages in advocacy, global partnerships, and development to broaden its impact.

📋 Description

• Lead new client onboarding, ensuring a smooth handover from sales • 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 • 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 • Serve as the primary point of contact for clients, ensuring they have the resources and support needed • Work closely with internal teams (sales, marketing, product) to align customer strategies with product roadmaps • Continuously refine and improve the onboarding, support, and retention processes based on feedback and insights.

🎯 Requirements

• 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 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 Learning Management Systems • A deep understanding of education systems, particularly K-12, and how departments of education operate. • 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. • Strong written and verbal communication skills for engaging with stakeholders • 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.

🏖️ Benefits

• We encourage applications from all backgrounds and identities.