Senior Customer Success Manager

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.

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:

• Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool

• Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions

• Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success

• Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement.

• Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers.

• Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.

• Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services.

• Strategize on renewals working closely with the rest of the Account Team

• Effectively forecast customer health and risk of attrition.

• Collaborate with sales teams to ensure growth attainment and increased footprint

• Minimum of 5+ years of relevant work experience.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• Additional experience may be substitute for an advanced degree.
• Strong negotiation and interpersonal skills
• Must thrive in a fast-paced, ever-changing environment
• Articulate communication skills with the ability to drive a phone conversation
• Ability to effectively prioritize and escalate customer issues as required
• Proficient in Office 365
• Strong attention to detail and time management
• Strong oral and written communication skills
• Strong customer service, presentation, and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the clien

• Prior Salesforce or LIghtning, CRM, and Gainsight experience
• 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.
• Ability and willingness to travel regularly for onsite customer meetings, strategic engagements, and relationship building

Along with our highly market competitive base compensation, 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