Senior Customer Success Manager

PowerSchool Group LLC•Dallas, TX

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 Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers. The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.

Requirements

Strong understanding of Customer Success principles, including value realization, adoption management, customer health, and lifecycle management in a SaaS environment.
Experience working within complex, multi-stakeholder customer organizations, preferably in K–12, public sector, or enterprise environments.
Familiarity with renewal motions, value-based selling concepts, and expansion enablement in partnership with Sales.
Working knowledge of CRM platforms (e.g., Salesforce) and customer success tools for health scoring, usage analysis, and risk management.
Ability to define, articulate, and measure customer value, translating product capabilities into customer outcomes.
Strong orchestration and influence skills to align cross-functional teams (Sales, Support, Services, Product) without direct authority.
Executive-level communication and presentation skills, including leading value-focused QBRs/EBRs and strategic planning discussions.
Analytical skills to interpret usage data, support trends, and sentiment signals to proactively identify risk and opportunity.
Strong planning and organizational skills, with the ability to manage multiple strategic accounts and priorities simultaneously.
Clear, disciplined documentation and CRM hygiene practices.
Ability to build trust-based relationships with executive sponsors and day-to-day stakeholders.
Ability to anticipate customer needs, identify gaps, and proactively drive action.
Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment.
Ability to balance customer advocacy with company objectives and commercial realities.
Ability to collaborate effectively across teams and adapt communication style to varied audiences.
Bachelor’s degree or equivalent practical experience required.
5+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role in a SaaS or technology-enabled environment.

Nice To Haves

Experience managing renewals, strategic accounts, and executive stakeholders strongly preferred.

Responsibilities

Partner with customers and the Account Team to clearly define desired outcomes, success criteria, and value metrics aligned to district goals, and strategic initiatives.
Orchestrate cross-functional teams (Support, Professional Services/EIC, Product, Sales, State/Alliance teams) to ensure timely issue resolution, adoption progress, and value delivery.
Lead structured adoption programs tailored to customer maturity, product footprint, and implementation stage.
Proactively identify adoption gaps, usage trends, and risks, and coordinate get to green plans with internal stakeholders.
In close partnership with Sales, co-lead Executive Business Reviews (EBRs) focused on value delivered, usage insights, customer health, risks, and forward-looking initiatives.
Forecast customer health and risk of attrition using usage data, support trends, stakeholder engagement, and sentiment.
Act as a strong customer advocate, providing actionable insights and feedback to influence product and service improvements.
Drive renewal readiness by ensuring accurate health signals, documented value realization, clear risks, and mitigation plans in advance of renewal cycles.
Strategize renewals in close partnership with Sales, supporting retention through value-based narratives.
Surface, shape, and support expansion opportunities through insight-led conversations, adoption analysis, and unmet needs identification, with Sales owning commercial execution.
Maintain disciplined CRM and OR Customer Success Platform (CSP) hygiene for customer health, contacts, activities, adoption status, risks, and next steps.
Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution.

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