Customer Success and Implementation Leader

Your Role

We are seeking a strategic, highly consultative leader to guide complex workforce SaaS technology implementations and help our customers translate ambitious workforce goals into effective, scalable solutions throughout the customer lifecycle.

In this role, you will serve as a trusted advisor to senior leaders across government, education, and industry. You will lead customers through platform design and implementation, helping them define their strategy, map workflows and user journeys, make critical program and technology decisions, and successfully launch and scale their platforms. You will also own ongoing account management through renewal and expansion.

You will also serve as a key bridge between our customers and our Product and Engineering teams. You will relay customer goals and operational needs internally, while also communicating product capabilities in an accessible, audience-appropriate language externally.

This role is well suited for someone with experience in management consulting, workforce development leadership, government or education technology, or strategic enterprise customer success.

What You’ll Do

Lead complex customer implementations

• Lead the end-to-end implementation of complex workforce technology solutions.

• Develop implementation strategies, work plans, decision frameworks, timelines, and governance structures.

• Facilitate discovery sessions to understand customers’ goals, policies, programs, stakeholders, technology environments, and operational constraints.

• Be able to lead discussions on current- and future-state workflows, user journeys, service-delivery models, and data flows.

• Identify risks, dependencies, and unresolved decisions, and proactively drive them toward resolution.

Advise and engage executive stakeholders

• Build trusted relationships with executive sponsors, program leaders, technical stakeholders, and frontline teams.

• Lead executive presentations, steering committee meetings, strategic planning sessions, and implementation workshops.

• Communicate complex information clearly and concisely through presentations, written recommendations, status updates, and decision documents.

• Help customers connect platform decisions to their broader workforce, economic-development, and organizational strategies.

• Navigate competing stakeholder priorities and build alignment across complex customer organizations and partners.

Serve as the bridge between customers and Product

• Partner closely with Product, Engineering, Data, and Design to clarify customer needs, evaluate potential solutions, and communicate tradeoffs.

• Provide customers with clear updates on integrations, data exchanges, configuration work, and other technical deliverables.

• Explain technical concepts to audiences with varying levels of technical expertise.

• Represent the customer perspective while balancing individual requests with scalable product strategy.

• Identify recurring customer needs and market trends that should inform the product roadmap.

Provide workforce expertise and strategic insight

• Develop a strong understanding of each customer’s workforce ecosystem, target populations, programs, partners, and policy environment.

• Stay informed about workforce policy, labor-market trends, funding developments, economic conditions, and other external factors that may affect customers.

• Help customers anticipate changes and adapt their strategy, implementation, or platform experience accordingly.

• Apply knowledge of workforce systems and terminology to build credibility and provide relevant, practical guidance.

Drive adoption and long-term success

• Deliver compelling platform demonstrations tailored to executive, programmatic, technical, and end-user audiences.

• Guide customers through launch planning, stakeholder enablement, adoption, and ongoing optimization.

• Establish clear measures of success and help customers connect platform activity to program and workforce outcomes.

• Identify opportunities to deepen customer impact, expand platform usage, and strengthen long-term partnerships.

What You Bring

• Significant experience in strategic customer success, management consulting, workforce development, education technology, government technology, implementation, or a related field.

• Strong project and program management skills, with the ability to manage multiple work-streams, dependencies, and stakeholders.

• Demonstrated ability to advise and present to senior executives and other high-level stakeholders.

• Exceptional verbal and written communication skills, including the ability to turn complex information into clear recommendations and next steps.

• Strong problem-solving skills and comfort operating in ambiguous, evolving environments.

• A consultative approach to relationship building, with the ability to challenge assumptions, navigate difficult conversations, and build stakeholder alignment.

• Ability to quickly learn new policies, programs, technical concepts, and market dynamics.

Nice to Have

• Strong knowledge of the public workforce system, education-to-employment pathways, economic development, or adjacent workforce topics.

• Experience leading complex, multi-stakeholder technology implementations or transformation initiatives.

• Confidence discussing technical topics such as integrations, data exchanges, system configurations, and product development—even if you are not an engineer.

Particularly Relevant Backgrounds

We recognize that the right candidate may come from several different professional paths. Relevant backgrounds may include:

• A consultant who has led workforce, education, government, digital transformation, or technology implementation engagements.

• A workforce development leader who has managed complex programs, partnerships, systems, or modernization initiatives.

• A senior customer success or implementation leader from an ed-tech, gov-tech, workforce-tech, or enterprise SaaS organization.

• A program or product strategist experienced in translating stakeholder needs into scalable technology solutions.

What Success Looks Like

Within your first year, you will have:

• Established credibility and trusted-advisor relationships with executive and operational customer stakeholders.

• Led complex implementations from discovery and solution design through launch and optimization.

• Created clarity and momentum across ambiguous, multi-stakeholder initiatives.

• Improved how customer requirements are documented, prioritized, and communicated to Product and Engineering.

• Contributed to stronger platform adoption, customer outcomes, and long-term partnership growth.