Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KRISTIN BALDINO

Chicago,IL

Summary

Customer Success Manager with 20 years of experience in education, consulting, and account management, in K–12 and EdTech settings. Proven success in growing key accounts, driving customer engagement, and collaborating cross-functionally with sales, marketing, and product teams. Skilled in tracking Key Performance Indicators aligned to student learning and organizational impact. Translated complex instructional needs into scalable, learner-centered EdTech solutions, driving a 95% customer retention rate and deepening school and district partnerships leading to a 99% Customer Satisfaction Rating.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Edmentum
10.2019 - Current
  • Facilitated over 100 customized professional development sessions annually, using data analytics to enhance instructional practices, achieving an average Customer Satisfaction Rating (CSAT) of 99% over five years.
  • Managed 35 – 40 Enterprise and mid-market district partnerships, growing ARR from $900,000 to 1.4 million and driving all aspects of the post-sales customer life cycle with an average 95% client retention.
  • Launched an onboarding feedback survey to evaluate partner needs and personalize service delivery; this initiative resulted in a 27-point increase in the Net Promoter Score over three years.

Senior Engagement Partner

Atlantic Research Partners
07.2014 - 09.2019
  • Partnered with urban school districts and charter management organizations to facilitate the federal School Improvement Grant (SIG).
  • Directed a team of five consultants, overseeing project goals, timelines, and budgets for four charter management networks, achieving 100% on-time deliverables in compliance with federal grant requirements.
  • Collaborated with 10 school leadership teams to conduct annual needs assessments and create school improvement plans based on data analysis, stakeholder feedback, and evidence-based strategies.

Director of Academic Achievement

Distinctive Schools
05.2011 - 06.2014
  • Drove curriculum alignment initiatives, with 85% of teachers reporting increased confidence in delivering instruction, and a 10% gain in student proficiency on the Illinois State Achievement Test (ISAT) within two years.
  • Managed the development and implementation of the Distinctive Schools Teaching Framework, resulting in a 1.5-point average increase in teacher evaluation scores in the first year of implementation.
  • Led workshops leveraging University of Chicago 5Essentials survey data to encourage stakeholders' input, raising “supportive school environment” ratings from weak/neutral to strong in 75% of network campuses within one year.

Campus Director Instructional Coach

Chicago International Charter School
08.2002 - 05.2011
  • Spearheaded a continuous school improvement process leading to a 45% increase in student achievement over 5 years and a level 1 rating by Chicago Public Schools.
  • Developed the West Belden Teacher Residency program which focused on mentoring, coaching, and peer collaboration, resulting in an increase in teacher efficacy on the TAP Teaching Framework and a 94% teacher retention rate.
  • Implemented an MTSS model that included tiered interventions and a responsive model of instruction, resulting in 82% of students meeting growth goals in math and 86% in reading on NWEA.

Education

Master of Arts - Educational Leadership

Concordia University
River Forest, IL
05.2006

Master of Arts - Teaching

School For International Training
Brattleboro, VT

Bachelor of Arts - Communications

John Carroll University
Cleveland, OH
05.1987

Skills

  • Customer Success Management: Account Management, Customer Retention Strategies, Client Onboarding, Customer Journey Mapping, Relationship Building, Strategic Partnerships
  • Analysis and Reporting: Data Analytics, Key Metrics Evaluation, Reporting and Trend Analysis, Data Synthesis
  • Tools and Platforms: Salesforce, PowerBI, Smartsheet, Highspot, Zoom, Planhat

Certification

  • Partnership Excellence - Dale Carnegie Institute
  • Teacher Advancement Program (TAP) Certified Trainer - National Institute for Excellence in Teaching

Timeline

Customer Success Manager

Edmentum
10.2019 - Current

Senior Engagement Partner

Atlantic Research Partners
07.2014 - 09.2019

Director of Academic Achievement

Distinctive Schools
05.2011 - 06.2014

Campus Director Instructional Coach

Chicago International Charter School
08.2002 - 05.2011

Master of Arts - Educational Leadership

Concordia University

Master of Arts - Teaching

School For International Training

Bachelor of Arts - Communications

John Carroll University

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KRISTIN BALDINO