Senior Customer Success Manager

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.

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.
• Enterprise Customer Success Experience: 5+ 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 Expertise: Proven 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 Management Experience: Building trusted relationships with senior leaders, executive sponsors, and decision-makers, including leading business reviews, escalation conversations, and strategic planning discussions.
• Data-Driven Account Strategy: Ability to analyze customer health, usage trends, adoption data, support history, and renewal indicators to prioritize action and make informed recommendations.
• Cross-Functional Leadership: Demonstrated 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 Acumen: Understanding of customer value realization, contract impact, financial risk, expansion opportunity, and how customer outcomes connect to revenue protection and growth.
• Communication and Executive Presence: Strong written and verbal communication skills with the ability to present risks, recommendations, and business outcomes clearly to both customers and internal leadership.

Preferred Qualifications

• Additional experience may be substitute for an advanced Degree.

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

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.