Job Overview:

We are seeking a strategic, client-focused School Experience Lead to own Faria's most valuable accounts in China. This is a senior individual-contributor role responsible for retention, satisfaction, and growth across the region's strategic, primary, and China school-group accounts, where the majority of China's revenue is concentrated.

China is one of Faria's most sophisticated and most concentrated markets. The role exists to give these accounts dedicated, credible coverage: to rebuild executive-level relationships, drive adoption of our platforms, and convert retention risk into durable partnership. You will adapt global client experience strategies to the specific commercial, cultural, and educational realities of K-12 international schools in China, and work in close partnership with sales, marketing, support and product teams.

Key Responsibilities:

1. Strategic Account Retention and Growth. Own the relationship, retention, and expansion of China's strategic and school-group accounts. Proactively identify and address churn risk, and develop account-growth and upsell opportunities within the region's highest-value schools.
2. Executive and Education Group Engagement. Rebuild and sustain executive-to-executive relationships with China Education Groups, which decide at group level. Act as the senior Faria relationship owner for group leadership, supported by regional and global leadership where appropriate.
3. Platform Adoption and Client Success. Drive adoption of Faria's platforms to move schools from passive usage to embedded, renewal-secure adoption.
4. Renewal Risk Management. Take ownership of at-risk strategic renewals, building back-to-green recovery plans and protecting revenue through the region's concentrated renewal cycles. Partner with the renewals team on quoting and processing.
5. Voice of the Customer. Gather, analyse, and communicate China client feedback to the Director of Client Experience, APAC, to inform product direction and regional strategy. Bring the customer insight needed to shape the China team's approach.
6. Cross-Functional Collaboration. Work closely with regional Sales, Marketing, Product, and Support functions, to ensure a seamless, consistent client experience.
7. Regional Strategy and Metrics. Adapt global client-success strategies to China's cultural context and educational system, and deliver against regional KPIs for retention, health, and growth. Contribute to connecting the China team more closely with global best practice.

Requirements:

1. Proven experience in customer success, client experience, or account management, preferably in SaaS or EdTech and / or direct experience in international schools in China, ideally as a former educator or in a school-facing role, with specific knowledge of K-12 education in China and the international-school landscape.
2. Practical, hands-on familiarity with education platforms, and the ability to manage complex, multi-product client scenarios.
3. A demonstrated ability to build and rebuild senior relationships, negotiate and carry complex renewals, and represent Faria credibly at group and school-leadership level.
4. Comfort using data to identify portfolio risk, plan client-health strategy, and demonstrate client-success impact.
5. Proficiency with CRM and customer-engagement platforms; familiarity with Planhat and Salesforce is an advantage.
6. Fluency in English and Mandarin Chinese required, given the China client base and documentation requirements.
7. Willingness to travel across China for client visits, approximately 20 to 30 percent, with occasional regional or global travel for company meetings.