Role Description Join The Williston Northampton School as our Manager of Customer Success. In this role, you will: - Develop and implement strategies to enhance student and family engagement, ensuring a positive experience throughout their journey with the school. - Lead and manage a team of customer success specialists, providing guidance and support to ensure high levels of service delivery. - Collaborate with academic and administrative departments to resolve any student or parent concerns promptly and effectively. - Analyze feedback and data to identify areas for improvement in service offerings and processes, recommending actionable solutions. - Organize and conduct workshops and seminars to educate students and families about the school's programs, resources, and opportunities. Qualifications - Bachelor's degree in Education, Business, or a related field is a plus. - Strong interpersonal and communication skills to effectively interact with students, parents, and faculty. - Proven ability to lead and motivate a team to achieve goals and maintain high customer satisfaction. - Excellent problem-solving skills and a proactive approach to identifying and addressing client needs. Benefits - Competitive salary and comprehensive benefits - Medical, dental, and vision insurance - Retirement savings plans - Paid vacation, holidays, and sick leave - Professional development opportunities - Supportive and inclusive campus community - Opportunities for career growth and advancement Company Description The Williston Northampton School is an independent college preparatory boarding and day school located in Easthampton, Massachusetts. With a focus on academic and social success, the school offers a comprehensive program, diverse extracurricular activities, and a commitment to inspiring students to live with purpose, passion, and integrity.

• Serve as a trusted partner for district leadership, fostering strong and collaborative relationships with superintendents, board members, district leaders, and other senior stakeholders. • Develop and maintain a strong understanding of assigned district contracts, service expectations, commitments, deliverables, and partnership requirements. • Proactively identify and address partner needs to support satisfaction, retention, contract alignment, and organizational goals. • Support partner retention, renewal readiness, and appropriate upsell, cross-sell, and expansion opportunities within existing partnerships. • Develop and execute partner success plans for each assigned district, focusing on partner satisfaction, retention, renewal readiness, partnership health, and appropriate growth opportunities. • Use evidence-based insights, including enrollment trends, funding metrics, Graduation Candidate outcomes, engagement trends, and satisfaction indicators, to customize support and recommendations for districts. • Monitor and report on partner performance metrics, including enrollment growth, Graduation Candidate outcomes, engagement trends, and satisfaction indicators. • Leverage data analysis tools, including Excel and Sheets, to manage and interpret performance data and inform partner success strategy. • Present regular updates to district stakeholders, highlighting successes, challenges, partnership health, and actionable insights. • Partner with Regional Vice Presidents, executive leadership, and internal stakeholders to monitor partnership health, review contract-related requirements, identify potential risks or gaps, and support follow-through on action items. • Support audit and compliance-related reviews connected to district contracts, partner expectations, required deliverables, documentation needs, and operational follow-up. • Assist with identifying, organizing, and tracking audit and compliance-related items that may require action from Operations, RVPs, executive leadership, or other internal teams. • Escalate potential contract, compliance, audit, or partner concerns to the appropriate internal leaders and support timely follow-through. • Collaborate with cross-functional teams, including marketing, operations, sales, finance, and product, to support seamless service delivery, partner experience, and internal alignment. • Represent Acceleration Academies at district meetings, community events, and conferences to strengthen visibility and partnership engagement. • Facilitate proactive issue resolution to maintain alignment with partner expectations and organizational goals. • Support change management initiatives that help Acceleration Academies adapt to evolving partner needs and organizational priorities.

• Have a deep understanding of Addepar's Key & Strategic Client segment including industry challenges, and goals, coupled with a strong understanding of how they are using Addepar to increase client adoption, growth, and ensure account retention • Provide strategic oversight during the entire client journey, including implementation, optimization, growth, renewal so your team can deliver a seamless handover of knowledge and responsibilities where appropriate • Partner with your Account Executive to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and to review product usage and adoption patterns and/or insights • Be the voice of the client to Product Management, Product Marketing, Support, Renewals, Services, Finance, etc. building strong working relationship with each to ensure client success and consistency of contact • Build and maintain a high level of client happiness and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services • Key to the position is a strong work ethic, creativity of approaches in covering clients, sense of urgency in everything you do, and strong leadership capabilities which include building, cultivating and supporting a high-performance team, supporting team objectives and driving client success. This person must have a successful track record of: collaborating with multiple cross-functional team members, including sales, marketing, R&D, Finance and Legal; interacting regularly with senior level leaders and C-level management to ensure GTM objectives are met. They must maintain a deep understanding of Addepar technology and be able to articulate Addepar’s propositions to the partner community

• Cultivate long-term relationships with your portfolio of assigned clients • Develop a deep understanding of each client's goals, business requirements, and industry challenges • Provide strategic oversight during the entire client journey • Develop success plans with clients, including mutually agreed-upon objectives and metrics • Consult on the creation of high-stakes reporting deliverables • Drive adoption and continuously provide education to clients on new features • Knowledgeably discuss opportunities for Addepar services and solutions • Assist in the identification of new revenue opportunities for the Account Manager • Serve as the 'Institutional Voice' to Product and Engineering