Manager, Customer Success

Overview

The Manager, Customer Success holds a pivotal role at PowerSchool, leading a team of high performing Customer Success Managers to drive our business forward. This position demands a strong sense of personal accountability, a commitment to going above and beyond, and a collaborative mindset to deliver excellence to our customers.

Reporting to the Sr. Director, Customer Success, the Manager, Customer Success serves as a leader overseeing value delivery for our customer through PowerSchool’s acclaimed K-12 software solutions. We are seeking an individual who is a strong leader, can drive results with our customers and internal teams, fostering stronger relationships and driving product adoption through initiatives such as Success Planning, Executive Business Reviews (EBRs), and Impact calls. The role is strategically crafted to enhance customer retention through proactive customer engagement.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership and Development:

• Lead, coach, and mentor a team of Customer Success Managers, ensuring their professional growth and alignment with organizational goals.
• Foster a collaborative, high-performing team culture focused on customer-centricity and results.
• Conduct regular one-on-ones, performance reviews, and team meetings to support individual and team success.

Customer Success Strategy Execution:

• Align team activities with PowerSchool’s overall customer success strategy to drive customer satisfaction, retention, and expansion.
• Monitor key performance indicators (KPIs) and implement strategies to ensure team success.
• Drive the team to develop tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success.
• Partner with sales teams to ensure growth attainment and increased footprint.

Customer Relationship Management:

• Act as an escalation point for high-profile customer issues, ensuring resolution and maintaining customer trust.
• Partner with cross-functional teams, including Sales, Support, and Product, to ensure a seamless customer experience.
• Champion the voice of the customer within PowerSchool by sharing insights and advocating for customer needs.

Operational Excellence:

• Develop and maintain processes to streamline customer success activities and improve team efficiency.
• Utilize customer data and feedback to identify trends, risks, and opportunities, taking proactive action to address them.
• Drive the adoption of tools and systems to improve team effectiveness and customer outcomes.

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and Experience:

• Bachelor’s degree in Business, Education, or a related field; advanced degree preferred.
• 7+ years of experience in Customer Success, Account Management, or a similar role, with at least 3 years in a people management capacity.
• Experience in the education technology sector or SaaS industry is highly preferred.

Skills and Competencies:

• Strong leadership and people management skills, with a proven ability to build and inspire high-performing teams.
• Exceptional interpersonal and communication skills, with the ability to engage effectively with customers and internal stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving skills.
• Proficiency in customer success tools and CRM platforms (e.g., Gainsight, Salesforce).
• Passion for customer success and a commitment to delivering value and outcomes.

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 $62,800 - $138,000 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. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.