Senior Customer Success Manager

PowerSchool Group; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA/FSA

Disability Insurance

401(k) Plan

Parental Leave

DTO PTO

Wellness Program

Tuition Reimbursement

Pet Insurance

Identity Theft Protection

Student Debt Reduction

Prepaid Legal

Job summary

PowerSchool Group LLC seeks an experienced Customer Success professional to manage strategic accounts in the Alabama region. You will nurture relationships, drive product adoption, and align customer goals with PowerSchool solutions to ensure renewals and growth.

You will collaborate with Sales, Support, Professional Services, and Product teams to deliver value, with regular EBRs and a customer-centric approach. Travel to onsite meetings is expected as needed.

Qualifications

• Minimum 5+ years of relevant work experience.
• Located in Alabama or neighboring Southern states.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• Strong negotiation and interpersonal skills.
• Proficient in Office 365.
• Strong oral and written communication skills.
• Ability to travel regularly for onsite customer meetings.

Responsibilities

• 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

Skills

Relationship management

Negotiation

Communication

Customer Success

Strategic planning

Education

Bachelor’s degree

Tools

Office 365

Job description

Overview

About PowerSchoolAt PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

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.

Responsibilities

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:

• 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

Qualifications

Minimum Qualifications

• Minimum of 5+ years of relevant work experience.
• Located in Alabama or neighboring Southern states.
• 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 escalat 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

Preferrence

• 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 regularlly for onsite customer meetings, strategic engagements, and relationship building

Compensation & Benefits

Compensation & Benefits

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

EEO Commitment

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 [e-mail].