Manager, Customer Success
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. Team Overview Our Customer Success organization ensures that our educational partners experience meaningful value, strong relationships, and successful adoption of PowerSchool solutions. Through collaboration, strategic guidance, and advocacy, the Customer Success team strengthens customer outcomes and long‑term partnership health by driving product usage, engagement, and satisfaction. Description The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through adoption, value realization, relationship health, and long-term partnership success. Your day-to-day will include:
Requirements
- Minimum of 5 to 8 years of relevant and related work experience.
- Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
- Travel occasionally, up to 10-15%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
- Experience managing small to midsized teams or functional areas.
- Experience with customer health monitoring, forecasting, or pipeline-related processes.
Nice To Haves
- Experience in EdTech or SaaS customer management.
- Experience with Salesforce CRM.
Responsibilities
- Team Leadership
- Directly manage, coach, and develop a team of Customer Success Managers, ensuring alignment with PowerSchool’s customer-centric values and product adoption goals.
- Customer Adoption & Value Realization
- Guide the team in driving product adoption, usage maturity, and customer enablement activities to ensure clients see measurable value.
- Ensure consistent execution of onboarding, training, and success planning processes that support customer outcomes.
- Relationship Health & Engagement
- Oversee ongoing customer relationship management, ensuring regular strategic touchpoints that assess health, gather feedback, and strengthen executive alignment.
- Identify early indicators of account dissatisfaction or risk and partner cross-functionally to address barriers to success.
- Support retention efforts by ensuring the team maintains strong health metrics, mitigates risk proactively, and drives strong alignment between customer goals and PowerSchool solutions.
- Cross-Functional Collaboration
- Work closely with EICs, Account Management, Support, Product, and Professional Services teams to deliver a seamless and effective customer experience.
- Ensure customer feedback is communicated effectively internally to drive continuous improvement.
- Process Optimization & Insights
- Assist in the design and implementation of scalable processes, playbooks, and best practices that elevate the consistency and effectiveness of customer success activities.
- Partner with leadership to analyze adoption trends, customer health signals, and engagement metrics, providing insights to inform business decisions and improve customer outcomes.
- Customer Advocacy
- Act as a senior escalation point for customer concerns, partnering with internal teams to resolve issues and uphold a high standard of customer satisfaction.
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
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
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What This Job Offers
Job Type
Full-time
Career Level
Manager
