Senior Customer Success Manager

PowerSchool Group LLC • ,

1d

About The Position

PowerSchool’s Customer Success team helps customers achieve their desired outcomes with its products through satisfaction, retention, and growth. The Senior Customer Success Manager serves as a trusted advisor to customers, helping them adopt and use PowerSchool products effectively and realize value from the solutions. The role develops tailored success plans for strategic customers, reviews relationship health, addresses challenges, and identifies opportunities for improvement and growth.

The position works closely with Sales, Support, Professional Services, Product, and other internal stakeholders to deliver customer value, reduce relationship risk, support renewals, forecast customer health, and expand customer adoption. It also represents customer needs within PowerSchool and contributes feedback to improve products and services.

Requirements

• At least 5 years of relevant work experience.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience; additional experience may substitute for an advanced degree.
• Strong negotiation and interpersonal skills.
• Ability to thrive in a fast-paced, changing environment.
• Articulate communication skills and ability to lead phone conversations.
• Ability to prioritize and escalate customer issues effectively.
• Proficiency in Office 365.
• Strong attention to detail and time-management skills.
• Strong oral and written communication skills.
• Strong customer service, presentation, and conflict-resolution skills.
• Ability to manage a heavy workload and multiple projects amid frequent interruptions and schedule changes.
• Ability to work effectively amid ambiguity, solve client issues, and collaborate across functional lines to advocate for clients.

Nice To Haves

• Prior experience with Salesforce or Lightning, CRM, and Gainsight.
• Proven ability to manage multiple customer relationships, priorities, and commitments simultaneously.
• Strong presentation, facilitation, and executive communication skills, including leading customer-facing meetings.
• Demonstrated ability to identify risk, solve complex customer issues, and drive action through resolution.
• Willingness and ability to travel regularly for onsite customer meetings, strategic engagements, and relationship building.

Responsibilities

• Cultivate and nurture strong customer relationships, serving as a trusted advisor throughout the customer journey.
• Collaborate with customers to maximize adoption and utilization of PowerSchool products.
• Develop and implement tailored success plans for strategic customers, aligning their goals with PowerSchool solutions.
• Conduct regular executive business reviews (EBRs) to assess relationship health, address challenges, and identify opportunities for enhancement.
• Work with Sales, Support, Professional Services, Product, and other internal teams to ensure customer value delivery.
• Lead discussions with internal stakeholders to mitigate risk and improve customer relationship health.
• Advocate for customers within PowerSchool and share insights and feedback to support ongoing product and service improvement.
• Strategize on renewals in partnership with the Account Team.
• Forecast customer health and risk of attrition.
• Collaborate with sales teams to attain growth and increase customer footprint.

Benefits

• Comprehensive insurance coverage, including medical, dental, vision, pharmacy, life insurance, and AD&D.
• Flexible Spending Accounts and Health Savings Accounts.
• Short-term and long-term disability coverage.
• Comprehensive 401(k) plan.
• Generous parental leave.
• Unrestricted paid time off (Discretionary Time Off).
• Wellness program, including ClassPass and an Employee Assistance Program.
• Tuition reimbursement.
• Optional pet insurance, identity theft protection, student debt repayment program, and prepaid legal coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior