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:

• Manage a portfolio of customer accounts greater than $10M by monitoring customer health, product adoption, engagement levels, renewal status, and overall satisfaction.
• Build and maintain trusted relationships with key customer stakeholders, including executive sponsors, administrators, and day-to-day product users.
• Lead regular customer check-ins, business reviews, and strategic planning conversations to align product usage with customer goals and success outcomes.
• Identify customer risks early, including low adoption, unresolved support issues, stakeholder changes, budget concerns, or competitive threats, and define action plans to move the customer back to good health.
• Coordinate customer health action plans across internal teams and customer stakeholders, ensuring clear ownership, timely follow-through, and measurable progress toward resolution.
• Partner with Sales, Support, Product, and Professional Services teams to resolve customer issues, remove barriers, and deliver a consistent customer experience.
• Use data, reporting, and customer insights to recommend best practices, increase product usage, and demonstrate value to the customer.
• Support renewal and expansion efforts by documenting customer outcomes, identifying growth opportunities, and ensuring customers understand the value they are receiving.
• Serve as the voice of the customer internally by sharing feedback, product needs, risks, and trends with appropriate teams and leadership.
• Maintain accurate account documentation, including success plans, meeting notes, action items, renewal risks, stakeholder updates, and next steps.
• Mentor or support other Customer Success team members by sharing best practices, helping with complex customer situations, and contributing to process improvements.

Preferred Qualifications

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Qualifications

Minimum Qualifications

• Minimum of 5+ years of relevant and related work experience.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• Travel occasionally, up to 25-30%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
• Additional experience may be substitute for an advanced Degree.
• (Add up to 4 more, keep them objective and qualifiable/quantifiable if possible)

  Enterprise Customer Success Experience5+ years of experience managing strategic or enterprise customer accounts, preferably with a large book of business, complex customer portfolios, and high-value renewals.  Revenue Retention and Risk Management ExpertiseProven ability to manage renewal risk, develop get-to-green action plans, protect ARR/NRR, and drive measurable improvements in customer health, adoption, and retention.  Executive Stakeholder ManagementExperience building trusted relationships with senior leaders, executive sponsors, and decision-makers, including leading business reviews, escalation conversations, and strategic planning discussions.  Data-Driven Account StrategyAbility to analyze customer health, usage trends, adoption data, support history, and renewal indicators to prioritize action and make informed recommendations.  Cross-Functional LeadershipDemonstrated ability to coordinate internal teams such as Sales, Support, Product, Professional Services, and Implementation to resolve customer issues and execute action plans on time.  Strong Business AcumenUnderstanding of customer value realization, contract impact, financial risk, expansion opportunity, and how customer outcomes connect to revenue protection and growth.  Communicatio