Senior Customer Success Manager

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $84.6k - $105.8k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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PowerSchool

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤖 Artificial Intelligence

Education • Artificial Intelligence • Software

PowerSchool is a leading provider of cloud-based K-12 education software, offering a comprehensive range of solutions to support educators, administrators, and families in enhancing student learning. Their products include tools for student information management, personalized learning, analytics, talent recruitment, and resource planning, all aimed at fostering student success and effective school operations. Through innovative technology and a commitment to meeting the diverse needs of educational institutions, PowerSchool empowers effective communication and collaboration within the educational ecosystem.

📋 Description

• 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 • 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 insights to influence product and service improvements • Drive renewal readiness through accurate health signals, documented value realization, risk identification, and mitigation plans • Strategize renewals with Sales and support retention through value-based narratives • Identify and support expansion opportunities through adoption analysis and unmet-needs identification • Maintain CRM/customer success platform data for health, contacts, activities, adoption, risks, and next steps • Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution • Deliver current, timely Customer Success Plans and EBRs aligned with product roadmaps and district initiatives

🎯 Requirements

• 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 • 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

🏖️ Benefits

• 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