What are the responsibilities and job description for the Customer Success / Strategic Implementation Manager (Florida) position at Hatch Early Learning?
Summary
The Customer Success / Strategic Implementation Manager (CSSIM) partners with Early Learning Coalitions (ELCs), school districts, and multi-site programs to lead large-scale implementation of Hatch solutions.
This role blends traditional CSM ownership (renewal, retention, growth) with implementation architecture, data-driven decision support, and multi-site enablement—ensuring Hatch is positioned as a system-wide solution to monitor progress, strengthen teacher practice, and drive early learning outcomes in literacy, math, and whole-child development.
The incumbent of this role must reside in the state of Florida (does not have to be Orlando, specifically).
Responsibilities:
Design & Lead Implementation
- Architect and execute multi-site implementation plans aligned to VPK, state standards, and organizational goals
- Partner with Customer Support on onboarding, rostering (Clever/ClassLink), and technical readiness
- Ensure strong time to first value (TTFV) across all sites
Serve as Strategic Partner
- Advise ELC and district leaders on multi-year success plans
- Facilitate in person site-visits with partner network
- Align Hatch to priorities like kindergarten readiness, MTSS, and program quality
- Lead executive-level partnership meetings and success reviews
Drive Data-Informed Impact
- Support the development of usage goals and support TTFV < 45 days
- Translate Insights by Hatch™ data into clear actions for leaders and teachers
- Support progress monitoring, small-group planning, and instructional decisions
- Identify usage gaps and implement plans to increase adoption and fidelity
- Provide feedback and resources to close implementation gaps identified
Scale Communication & Enablement
- Lead multi-site communication strategies (leaders, directors, teachers)
- Leverage automated campaigns, resources, and targeted outreach
- Ensure consistent engagement across large, distributed organizations
Enable Professional Learning
- Align training strategy to implementation goals and outcomes
- Partner with Professional Learning to deliver scalable, high-impact PD
- Reinforce through ongoing coaching, webinars, and site support
Own Renewal & Growth
- Lead renewal strategy and forecasting for assigned accounts
- Proactively manage risk using usage and engagement signals
- Identify and influence expansion opportunities aligned to customer goals
Requirements
- Florida resident
- Deep knowledge of VPK and Florida Early Learning Standards
- Experience with ELCs, school districts, or multi-site early learning systems
- Proven success managing large-scale, multi-site implementations
- Strong data fluency—ability to translate data into actionable insights
- Executive presence and ability to influence senior stakeholders