Senior Manager, Client/Partner Success and Operations

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $119.3k - $178.9k / year

⏰ Full Time

🟠 Senior

🤝 Client Partner

👻 Ghost score 0%

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Strategic Education, Inc

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1998

📚 Education

🤝 B2B

🏢 Enterprise

Education • B2B • Enterprise

Strategic Education, Inc. is a leader in creating innovative and career-relevant learning experiences designed to prepare learners for the workforce. With over 130 years of experience, the company partners with more than 1,300 employers across the U. S. and educates over 100,000 students globally. Strategic Education offers customized workforce solutions ranging from tuition assistance to accredited degree courses, non-degree skill pathways, and coding schools. It has a strong focus on addressing evolving skills gaps and fostering employee career growth through dynamic learning environments. The company operates reputable institutions like Strayer University, Capella University, and the Jack Welch Management Institute, among others, emphasizing the importance of education in driving economic mobility and empowering individuals.

📋 Description

• Lead and develop the Implementation, Platform Operations, and Solutions Consulting teams • Manage team leads and senior individual contributors through coaching, feedback, and professional development • Set performance standards, run regular 1:1s, and build accountability and continuous improvement • Partner with HR on hiring, onboarding, and team structure • Develop and maintain SOPs, KPIs, and SLAs for Partner Operations • Own end-to-end onboarding of new employer clients from contract execution through go-live • Oversee initial implementation and platform configuration of new educational providers • Build implementation playbooks, project templates, and quality checklists • Partner with Sales and Account Management on handoffs and client expectations • Identify implementation challenges and address root causes across product, process, and client readiness • Oversee technical and operational health of active employer client accounts • Ensure accurate configurations, functioning integrations, and timely data exchange • Define and monitor SLAs for platform issues, escalations, and configuration changes • Partner with Product and Engineering to prioritize technical issues • Maintain accuracy of client records, benefit configurations, and platform settings • Drive client adoption, utilization, and measurable outcomes • Identify at-risk clients, usage gaps, and action plans with Account Management • Support renewal and expansion conversations through operational metrics and client success documentation • Lead Solutions Consulting in translating client requirements into technical and operational solutions • Develop reusable frameworks, decision trees, and consultation playbooks • Partner with Sales and Account Management on complex renewals, expansions, and new business pursuits • Serve as operational owner of the client lifecycle from launch through ongoing platform stewardship • Represent Partner Operations in cross-functional planning, roadmap discussions, and escalation forums • Partner with Enrollment & Financial Operations, Sales, Product, and Finance on client outcomes • Identify opportunities to standardize, automate, and improve client-facing processes

🎯 Requirements

• Ability to lead multiple teams simultaneously and align them toward shared outcomes • Strong operational mindset and ability to build processes, set standards, and hold teams accountable • Experience managing partner-facing teams in a SaaS, edtech, or benefits administration environment • Technical aptitude with platform configurations, integration protocols, and data exchange standards • Ability to navigate complex cross-functional relationships and influence without direct authority • Strong communication skills translating technical concepts for business audiences and business requirements for technical teams • Data-driven performance management skills • 8+ years of relevant experience in operations, client success, implementation, or technical account management • 4+ years of leadership experience • At least 2 years of experience managing managers or leading multiple teams • Experience in a SaaS platform or benefits administration environment strongly preferred • Track record of building or scaling operational functions, including playbooks, SOPs, and team structures • Experience working cross-functionally with Product, Engineering, Sales, and Finance • Demonstrated ability to lead teams through change and ambiguity • Bachelor's degree required • Ability to travel occasionally when business needs arise • Ability to meet critical thinking, problem-solving, and communication requirements • Ability to work more than 40 hours per week when business needs warrant • Ability to access information using a computer

🏖️ Benefits

• Medical, dental, vision, life and disability plans • Well-being incentives • Parental leave • Paid time off • Certain paid holidays • Tax saving accounts (FSA, HSA) • 401(k) retirement benefit • Employee Stock Purchase Plan • Tuition assistance • Entertainment and retail discounts • Overtime pay for eligible non-exempt employees • Reasonable accommodations for disabilities • Comprehensive benefits package for employees scheduled 30 hours or more per week

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