Senior Customer Success Manager

🔥 27 minutes ago

🇺🇸 United States – Remote

💵 $69.7k - $103.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth. • Customer Retention: Identify potential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates. • Improve customer health through cross functional collaboration with Support, Services, Sales and other departments. • Analysis and Insights: Partner with the leadership to analyze and identify retention trends and provide insights to the business. • Cross-Functional Collaboration: Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities. • Forecasting: Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership. • Negotiation: Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes. • Process Optimization: Assist in the design and implementation of scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities. • Customer Advocacy: Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction.

🎯 Requirements

• 5 years prior experience in a Customer Success, Account Management, or technical support role • Exceptional communication and presentation skills • Attention to detail and a strong bias for action • Strategic thinking with the ability to align solutions to customer goals • Proficient in Microsoft Office suite • Proficient in the use of AI for business analysis • Mastery level of delivering difficult messages when necessary • Salesforce experience preferred • Understanding of K-12 education systems and technology preferred • Software-as-a-service (SaaS) experience preferred • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes • Associate’s degree or equivalent work experience.

🏖️ 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