Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $69.7k - $103.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Manage a portfolio of customer accounts greater than $10M by monitoring customer health, product adoption, engagement levels, renewal status, and overall satisfaction • Build and maintain trusted relationships with executive sponsors, administrators, and day-to-day product users • Lead customer check-ins, business reviews, and strategic planning conversations • Identify customer risks and define action plans to restore customer health • Coordinate customer health action plans across internal teams and customer stakeholders • Partner with Sales, Support, Product, and Professional Services teams to resolve issues and remove barriers • Use data, reporting, and customer insights to recommend best practices and increase product usage • Support renewal and expansion efforts by documenting customer outcomes and identifying growth opportunities • Serve as the voice of the customer internally by sharing feedback, product needs, risks, and trends • Maintain accurate account documentation, including success plans, meeting notes, action items, renewal risks, stakeholder updates, and next steps • Mentor or support other Customer Success team members and contribute to process improvements

🎯 Requirements

• Minimum of 5+ years of relevant and related work experience • Bachelor’s degree or equivalent, or equivalent years of relevant work experience • Additional experience may be substitute for an advanced Degree • Travel occasionally, up to 25-30% • 5+ years of experience managing strategic or enterprise customer accounts • Experience with large books of business, complex customer portfolios, and high-value renewals preferred • Proven ability to manage renewal risk, develop get-to-green action plans, protect ARR/NRR, and drive measurable improvements in customer health, adoption, and retention • Experience building trusted relationships with senior leaders, executive sponsors, and decision-makers • Experience leading business reviews, escalation conversations, and strategic planning discussions • Ability to analyze customer health, usage trends, adoption data, support history, and renewal indicators • Ability to coordinate Sales, Support, Product, Professional Services, and Implementation teams • Understanding of customer value realization, contract impact, financial risk, expansion opportunity, and revenue protection and growth • Strong written and verbal communication skills • Ability to present risks, recommendations, and business outcomes clearly to customers and internal leadership

🏖️ 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