Facilitator Success Specialist

About the Role

At SmartLab, we believe every facilitator involved in our learning ecosystem deserves dedicated support and encouragement. We are looking for a Facilitator Success Specialist to manage the complete experience for SmartLab Certified Facilitators — from initial onboarding through certification and beyond. Key responsibilities include removing obstacles, nurturing coaching relationships to foster growth, and creating systems that empower educators to confidently build STEM identities in their learners. Reporting to the Director of Customer Experience and collaborating with Customer Success Managers, this role will translate facilitator experience strategies into meaningful day-to-day engagement that boosts educator confidence.

Key Responsibilities

• Manage facilitator relationships within assigned school and district accounts, providing onboarding, ongoing support through office hours, success planning, and community moderation.
• Observe product adoption patterns, identify needs, and raise trends to appropriate teams.
• Implement facilitator experience strategies as defined by senior leadership, ensuring consistent and high-quality interaction.
• Maintain regular communication with facilitators following a structured schedule outlined by leadership.
• Communicate facilitator insights to Customer Success and Support/Implementation teams when impacting account health or signaling larger issues.
• Host Office Hours, respond to questions in the SmartLab Spot community, and handle support tickets related to SmartLab Implementation.
• Oversee the facilitator journey to ensure a seamless path to confidence and certification for new facilitators.
• Actively moderate the facilitator Spot community to foster engagement and usefulness.
• Conduct proactive check-ins to coach instructional practices, track ecosystem adoption, and connect facilitators with key resources.
• Occasionally deliver training sessions when trainer resources are limited.
• Alert the Director of Customer Experience about recurring challenges, feedback trends, or risk indicators.
• Create and update professional learning materials including Foundations Training, Extend Sessions, customized sessions, Knowledge Base, and facilitator resources as directed.
• Maintain up-to-date SmartLab Spot content and Knowledge Base articles in line with curriculum and product updates.
• Ensure data integrity and reporting accuracy in Salesforce, HubSpot, and Monday.com for assigned accounts according to standard processes.
• Collaborate across teams following processes established by the Director of Customer Experience.
• Manage the facilitator certification pathway, continuously monitoring progress, training completion, resource usage, and engagement to drive improvements throughout the customer journey.

Qualifications

• Bachelor's degree in Education, Instructional Design, or a related discipline, or equivalent experience in classroom teaching or coaching.
• Two to four years of experience within K-12 education, professional development, or educator training.
• Demonstrated experience designing or delivering adult learning, preferably with hands-on or project-based methodologies.
• Strong interpersonal skills with a talent for virtual facilitation and relationship-building.
• Ability to develop straightforward learning content such as videos, job aids, and course materials without extensive production support.
• Familiarity with STEM or project-based learning pedagogy is advantageous.
• Prior experience as a classroom teacher is preferred.

Compensation and Benefits

• Annual salary range: $55,000 to $65,000.
• Comprehensive Health Care options, including Medical, Dental, and Vision coverage.
• Retirement plans including 401(k) and IRA offerings.
• Life insurance coverage with Basic, Voluntary, and Accidental Death & Dismemberment (AD&D) options.
• Paid time off covering vacation, sick leave, and public holidays.
• Family leave for maternity and paternity.