Director, Customer Success Operations & Digital Transformation

PowerSchool Group LLC; Dallas (TX); On-site; USD 56,000 - 172,000; Full time

Job summary

PowerSchool is seeking a Director of Customer Success Operations to lead the strategic transformation of the operating engine that drives customer health, retention, and expansion. You will translate CS strategy into disciplined execution by designing scalable processes and embedding operational rigor across the organization.

This role reports to the VP of Customer Success Operations and focuses on predictive, digital-first CS models, governance, and a future-focused CSP deployment.

Qualifications

• 8+ years of experience in Customer Success, Operations, Revenue Operations, or related function.
• 3+ years of people leadership experience.
• Proven success scaling operations in a SaaS or technology-enabled environment.
• Strong analytical skills with demonstrated ability to translate data into action.
• Deep experience driving cross-functional initiatives and organizational change.
• Hands-on experience with a CSP and Salesforce ecosystems.
• Experience building retention models and predictive health scoring frameworks.
• Strong background in digital customer success and scaled engagement models.
• Experience leading transformation initiatives (automation, AI, or operating model shifts).

Responsibilities

• Own the design, evolution, and operationalization of the Customer Success retention model.
• Define and standardize key drivers of retention, including customer health scoring, risk identification and value sustainment.
• Improve churn and renewal forecast accuracy through data, insights, and process discipline.
• Partner with GVP of Customer Success to embed proactive, outcomes-driven behaviors.
• Establish governance and operating rhythms tied to retention performance.
• Lead digital-first and scaled engagement models across high-touch, tech-touch, and digital segments.
• Design and implement automated customer journeys, campaigns, and lifecycle orchestration.
• Own deployment of a new CSP as the system of action for Customer Success.
• Standardize playbooks, CTAs, health scoring, and workflows to drive consistency and scale.
• Improve data integrity, usability, and adoption across CS teams.
• Lead roadmap for automation, AI-driven insights, and predictive analytics within the CSP.
• Define scalable CS operating model across onboarding, adoption, risk, renewal, and escalation.
• Translate CS strategy into scalable processes and programs across lifecycle stages.
• Drive standardization while enabling flexibility for different customer segments.
• Lead enterprise-wide change management to drive adoption of new processes.

Skills

Customer Success

Operations

Leadership

Analytics

Cross-functional collaboration

SaaS experience

Data-driven decision making

Tools

CSP

Salesforce

Job description

PowerSchool is seeking a Director of Customer Success Operations to lead the strategic transformation of the operating engine that drives customer health, retention, and expansion. You will translate CS strategy into disciplined execution by designing scalable processes and embedding operational rigor across the organization.

This role reports to the VP of Customer Success Operations and focuses on predictive, digital-first CS models, governance, and a future-focused CSP deployment.