Director of K-12 Client Experience & Success

Tyler Technologies, Inc.; Lubbock (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Manager, Client Experience to lead and empower the team delivering support to K-12 school districts. You will mentor CXMs and advocates, align efforts with district priorities, and drive satisfaction, retention, and district success.

You will partner with Product, Sales, Professional Services, Marketing, Development and Support to provide the tools, resources, and training needed for proactive district engagement and scalable client success strategies.

Qualifications

• Bachelor’s degree in Education, Business, Customer Success, or related field (advanced degree preferred).
• 7+ years of leadership experience in client success or related field, SaaS/EdTech preferred.
• Proven ability to coach and develop high-performing teams serving school districts.

Responsibilities

• Lead, mentor, and develop CXMs and support teams to serve school districts.
• Foster client-first culture aligned with district priorities, funding cycles, compliance requirements, and technology trends.
• Provide coaching, training, and professional development to elevate relationships and district success.
• Champion operational excellence with clear processes, tools, and resources.
• Develop and implement scalable client success strategies for districts of varying sizes.
• Ensure onboarding workflows, training programs, and ongoing check-ins.
• Monitor district satisfaction trends using NPS/CSAT/retention metrics to refine engagement.
• Act as escalation point for complex district issues.
• Oversee proactive client support and success strategies, collaborating with Product, Sales, Professional Services, Marketing, Development and Support to provide tools and insights.
• Ensure alignment with cloud adoption, compliance support, and district-wide technology rollouts.
• Regularly assess and optimize team performance with key metrics.
• Align CXM strategies with district challenges and priorities like staff shortages and funding.
• Share district feedback with senior leadership and product teams to drive improvements.
• Guide development of district engagement programs (webinars, user groups, executive training).
• Ensure CXM team promotes adoption of key features, cloud-based tools, security, and operational efficiencies.
• Oversee training initiatives with onboarding, knowledge bases, and self-service resources.

Skills

Leadership

Strategic thinking

Communication

Data-driven decisions

K-12 EdTech

Education

Bachelor’s degree in Education, Business, Customer Success, or related field

Job description

Tyler Technologies, Inc. is seeking a Manager, Client Experience to lead and empower the team delivering support to K-12 school districts. You will mentor CXMs and advocates, align efforts with district priorities, and drive satisfaction, retention, and district success.

You will partner with Product, Sales, Professional Services, Marketing, Development and Support to provide the tools, resources, and training needed for proactive district engagement and scalable client success strategies.