Senior Customer Success Manager

🕒 Outubro 23

🇨🇦 Canadá – Remoto

💵 $84.600 - $105.800 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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PowerSchool

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

📚 Educação

🤖 Inteligência Artificial

Education • Artificial Intelligence • Software

A PowerSchool é uma provedora líder de software de educação K-12 em nuvem, oferecendo um portfólio abrangente de soluções para apoiar educadores, administradores e famílias na melhoria da aprendizagem dos estudantes. Seus produtos incluem ferramentas para: • gestão de informações de estudantes, • aprendizagem personalizada, • analytics, • recrutamento de talentos e • planejamento de recursos — todas voltadas para promover o sucesso dos estudantes e a eficiência das operações escolares. Com tecnologia inovadora e compromisso em atender às diversas necessidades das instituições de ensino, a PowerSchool promove comunicação e colaboração eficazes em todo o ecossistema educacional.

Descrição

• Partner with customers and the Account Team to define desired outcomes, success criteria, and value metrics aligned to district goals and strategic initiatives • Orchestrate Support, Professional Services/EIC, Product, Sales, and State/Alliance teams to ensure issue resolution, adoption progress, and value delivery • Lead structured adoption programs tailored to customer maturity, product footprint, and implementation stage • Identify adoption gaps, usage trends, and risks, and coordinate get-to-green plans with internal stakeholders • Co-lead Executive Business Reviews focused on value delivered, usage insights, customer health, risks, and forward-looking initiatives • Forecast customer health and attrition risk using usage data, support trends, stakeholder engagement, and sentiment • Advocate for customers and provide actionable feedback to improve products and services • Drive renewal readiness through accurate health signals, documented value realization, risk mitigation plans, and renewal strategy • Surface and support expansion opportunities through insight-led conversations, adoption analysis, and unmet-needs identification • Maintain CRM and Customer Success Platform data for customer health, contacts, activities, adoption status, risks, and next steps • Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution

🎯 Requisitos

• Strong understanding of Customer Success principles, including value realization, adoption management, customer health, and lifecycle management in a SaaS environment • Experience working within complex, multi-stakeholder customer organizations, preferably in K–12, public sector, or enterprise environments • Familiarity with renewal motions, value-based selling concepts, and expansion enablement in partnership with Sales • Working knowledge of CRM platforms (e.g., Salesforce) and customer success tools for health scoring, usage analysis, and risk management • Ability to define, articulate, and measure customer value, translating product capabilities into customer outcomes • Strong orchestration and influence skills to align cross-functional teams without direct authority • Executive-level communication and presentation skills, including leading value-focused QBRs/EBRs and strategic planning discussions • Analytical skills to interpret usage data, support trends, and sentiment signals to proactively identify risk and opportunity • Strong planning and organizational skills, with the ability to manage multiple strategic accounts and priorities simultaneously • Clear, disciplined documentation and CRM hygiene practices • Ability to build trust-based relationships with executive sponsors and day-to-day stakeholders • Ability to anticipate customer needs, identify gaps, and proactively drive action • Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment • Ability to balance customer advocacy with company objectives and commercial realities • Ability to collaborate effectively across teams and adapt communication style to varied audiences • Bachelor’s degree or equivalent practical experience required • 5+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role in a SaaS or technology-enabled environment • Experience managing renewals, strategic accounts, and executive stakeholders strongly preferred

🏖️ Benefícios

• Comprehensive Benefits Plan (including Health, Dental, Vision, EAP, Life Insurance, AD&D, STD and LTD) • Pension plan (with employer matching options) • Additional RRSP plan • Generous Paid Time Off (PTO) • Paid Community and Volunteer Time Off • Health & Wellness Programs • Tuition and Professional Development reimbursement

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