Customer Success Manager

PowerSchool Group•Dallas, TX

1d•Remote

About The Position

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K 12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K 12 education experience everywhere. Our Customer Success team ensures districts and educators realize maximum value from their PowerSchool investment. Through investigative discovery, strategic guidance, and cross‑functional orchestration, we drive customer outcomes that increase satisfaction, retention, and account growth.

Requirements

5–8 years in Customer Success, Account Management, Consulting, or related roles in SaaS or technology-enabled environments.
Proven experience leading investigative customer conversations that reveal underlying needs, risks, and expansion opportunities.
Demonstrated ability to orchestrate cross-functional initiatives without direct authority.
Experience with health/risk forecasting, renewal readiness, and account planning.
Strong analytical and storytelling skills — ability to translate data into actionable insights.

Nice To Haves

Experience with EdTech SaaS, K 12 districts, public sector, or enterprise accounts.
Familiarity with renewal motions and value-based selling concepts; ability to craft outcome aligned narratives.
Experience with Salesforce CRM , Co-Pilot and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management.

Responsibilities

The Customer Success Manager is an expert in uncovering customer needs, risks, and opportunities through structured conversations and data-driven analysis.
This role is responsible for ensuring customers achieve successful outcomes, driving proactive retention strategies, and partnering closely with internal teams to strengthen renewal readiness and expansion opportunities.
Customer Discovery & Insight Development: Lead deep‑dive investigative conversations with customer stakeholders to uncover goals, constraints, risks, and growth opportunities. Connect qualitative input with usage trends, support patterns, and operational data to form actionable insights.
Value Orchestration & Retention Strategy: Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to execute retention playbooks and accelerate issue resolution. Ensure customers achieve measurable outcomes tied to renewal timelines and district priorities.
Adoption & Engagement Ownership: Guide customers through structured adoption programs mapped to maturity and product footprint. Identify and close adoption gaps, increase stakeholder engagement, and drive improvements in CSAT/NPS.
Risk Identification & Mitigation: Continuously evaluate customer health through data signals and leadership engagement quality. Proactively surface risks early and lead the creation of “Get to Green” plans with clear actions, owners, and success metrics.
Executive Alignment & Value Storytelling: Co-lead Executive Business Reviews (EBRs) with Sales to communicate business outcomes, product value, risk posture, and forward-looking initiatives.
Growth & Expansion Partnership: Identify expansion signals through investigative discovery and usage insights. Collaborate with Sales to build value‑based cases for expansion — Sales manages commercial negotiation; you provide insight and advocacy.
Forecasting & Reporting: Maintain accurate health and risk forecasts that inform renewal readiness. Deliver data-driven recommendations to leadership on trending risks, adoption gaps, and strategic opportunities.
Process Improvement & Change Agility: Contribute to refining scalable CSM processes and best practices. Navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decision-making.
Customer Advocacy: Serve as a senior point of escalation for adoption, value, or experience challenges.

Benefits

Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
Flexible Spending Accounts and Health Savings Accounts
Short-Term Disability and Long-Term Disability
Comprehensive 401(k) plan
Generous Parental Leave
Unrestricted paid time off (known as Discretionary Time Off - DTO)
Wellness Program, including ClassPass & Employee Assistance Program
Tuition Reimbursement
Pet Insurance
Identity Theft Protection
Student Debt Repayment Program
Prepaid Legal coverage