Director, Customer Success Operations

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $55.7k - $172.4k / year

⏰ 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

• Build and scale the operating engine that drives customer health, retention, and expansion • Design, evolve, and operationalize the Customer Success retention model • Define and standardize retention drivers, including customer health scoring, risk identification, and value sustainment • Improve predictability of churn and renewal outcomes through data, insights, and process discipline • Establish governance and operating rhythms tied to retention performance • Lead digital-first and scaled customer engagement models • Evaluate segmentation, coverage models, and lifecycle journeys across high-touch, tech-touch, and digital segments • Design and implement automated customer journeys, campaigns, and lifecycle orchestration • Own deployment and optimization of a new Customer Success Platform as the system of action • Standardize playbooks, CTAs, health scoring, and workflows • Align Salesforce and Customer Success Platform data models with Data, IT, and Sales Operations • Lead automation, AI-driven insights, and predictive analytics roadmaps • Define and evolve the Customer Success operating model and scalable processes • Lead enterprise-wide change management and adoption of new processes • Develop executive dashboards and KPIs for customer health, retention, and operational performance • Improve renewal forecast accuracy • Lead capacity planning, coverage modeling, and cost-to-serve optimization • Deliver insights on trends, risks, and growth opportunities • Partner cross-functionally with Customer Success, Product, Sales, Support, Finance, and Enablement • Establish operating cadences including business reviews, risk reviews, and executive reporting • Build and lead a high-performing Customer Success Operations team • Define roles across operations, analytics, systems, and program management • Develop talent and coach leaders in operational excellence and data-driven execution

🎯 Requirements

• 8+ years of experience in Customer Success, Operations, Revenue Operations, or related function • 3+ years of people leadership experience • Proven success scaling operations in a SaaS or technology-enabled environment • Strong analytical skills with demonstrated ability to translate data into action • Deep experience driving cross-functional initiatives and organizational change • Hands-on experience with a Customer Success Platform and Salesforce ecosystems preferred • Experience building retention models and predictive health scoring frameworks preferred • Strong background in digital customer success and scaled engagement models preferred • Experience leading transformation initiatives involving automation, AI, or operating model shifts preferred

🏖️ 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 • Pet Insurance • Identity Theft Protection • Student Debt Repayment Program • Prepaid Legal coverage