Director, Predictive CS Operations & Retention

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

Benefits offered by this job

Comprehensive Insurance Coverage

Flexible Spending Accounts and Health

Short-Term Disability and Long-Term

Comprehensive 401(k) plan

Generous Parental Leave

Discretionary Time Off (DTO)

Wellness Program

Tuition Reimbursement

Pet Insurance / Identity Protection /

Student Debt Repayment

Job summary

PowerSchool is seeking a Director of Customer Success Operations to design and scale the operating engine that drives customer health, retention, and expansion. You will translate CS strategy into disciplined execution, embed governance, and own the new CSP deployment to enable a predictive, digital-first model.

You will lead cross-functional initiatives, develop executive dashboards, and drive automated journeys that improve renewal forecasts and overall customer outcomes at scale.

Qualifications

• 8+ years 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 ability to translate data into action.

Responsibilities

• Design and scale the operating engine that drives customer health, retention, and expansion.
• Embed operational rigor across the organization and translate CS strategy into scalable processes.
• Lead the deployment and optimization of a new Customer Success platform (CSP).
• Define governance, dashboards, and KPIs for retention and forecast accuracy.
• Drive digital-first and scaled engagement motions across high-touch, tech-touch, and digital segments.
• Partner with Sales, Marketing, Product, and Enablement to deliver cohesive digital customer experiences.

Skills

Customer Success

Operations

Revenue Operations

Leadership

Analytics

Cross-functional collaboration

Tools

Salesforce

Gainsight

CSP (PowerSchool)

Job description

PowerSchool is seeking a Director of Customer Success Operations to design and scale the operating engine that drives customer health, retention, and expansion. You will translate CS strategy into disciplined execution, embed governance, and own the new CSP deployment to enable a predictive, digital-first model.

You will lead cross-functional initiatives, develop executive dashboards, and drive automated journeys that improve renewal forecasts and overall customer outcomes at scale.