Director, Customer Success – Central Region

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 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

• Define and execute customer retention, adoption, and value realization strategy across strategic portfolios • Lead and scale a multi-layered organization of Customer Success Managers and People Managers • Establish proactive, value-driven customer success practices • Define customer health and value realization frameworks • Serve as executive escalation point for high-risk or high-value accounts • Build peer-level relationships with C-suite and executive sponsors at critical customer organizations • Champion the Voice of the Customer with Product and Engineering executives • Lead complex Executive Business Reviews with Sales leadership • Own SaaS performance metrics including GRR and customer lifetime value • Co-architect GTM and renewal strategies and identify expansion opportunities • Establish tracking of SaaS adoption and utilization metrics • Drive forecasting accuracy and portfolio predictability through operational reviews • Design and optimize customer engagement models, segmentation, digital-touch strategies, and lifecycle playbooks • Improve CRM and Customer Success Platform hygiene, success planning, and executive dashboards • Collaborate with Professional Services, Support, Finance, and Product to streamline workflows • Attract, develop, coach, and inspire Customer Success professionals and people managers • Lead organizational design and change-management initiatives • Foster a transparent, accountable culture focused on customer outcomes and innovation

🎯 Requirements

• Bachelor’s degree required; MBA or advanced degree preferred • 10+ years of experience in Customer Success, Strategic Account Management, GTM Leadership, or Management Consulting within SaaS or technology organizations • 5+ years of direct people management experience, with at least 3+ years managing other people managers or leading a large, multi-tiered team • Proven track record managing large strategic portfolios with significant revenue ownership (typically $100M+ ARR) • Mastery of enterprise SaaS Customer Success methodologies, including value discovery frameworks, strategic alignment, health-scoring structures, and long-term customer lifecycle management • Deep financial acumen regarding SaaS economics, including NRR, GRR, and LTV • Expertise in managing large, matrixed, multi-layered organizational structures and complex change-management initiatives • Advanced knowledge of modern CS technology stacks, including Salesforce, Statisfy, Certinia, and Power BI tools • Polished executive presence and communication skills • Superior analytical capabilities for SaaS utilization metrics and customer sentiment • Strong commercial and negotiation orientation • Ability to advise internal executive teams and enterprise customer boards • Ability to lead through ambiguity, hyper-growth, or transformation • Ability to unite Product, Sales, Support, and Services around shared customer outcomes • Ability to travel up to 30% • Experience in K-12 education technology or the public sector is a plus

🏖️ 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

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