Senior Customer Success Manager

Overview

About PowerSchoolAt PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Team Overview

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.

Responsibilities

Description  

The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth. 

Your day-to-day job will consist of: 

• Customer Retention: Identify potential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates.
• Improve customer health through cross funcitonal collaboration with Support, Services, Sales and other departments.
• Analysis and Insights: Partner with the leadership to analyze and identify retention trends and provide insights to the business. 
• Cross-Functional Collaboration: Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities.
• Forecasting: Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership.
• Negotiation: Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes.
• Process Optimization: Assist in the design and implementatioin scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities.
• Customer Advocacy: Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction.

Qualifications

Qualifications include:

• 5 years prior experience in a Customer Success, Account Management, or technical support role  
• Exceptional communication and presentation skills  
• Attention to detail and a strong bias for action  
• Strategic thinking with the ability to align solutions to customer goals.  
• Proficient in Microsoft Office suite  
• Proficient in the use of AI for business analysis
• Mastery level of delivering difficult messages when necessary  
• Salesforce experience preferred  
• Understanding of K-12 education systems and technology preferred  
• Software-as-a-service (SaaS) experience preferred  
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes  
• Associate’s degree or equivalent work experience  

Compensation & Benefits

Compensation & Benefits

PowerSchool offers the following 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

A reasonable estimate of the base compensation range for this position is $69,700 - $103,200 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].