Senior Customer Success Manager

Job Description

Overview At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere. Team Overview Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers’ needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers. Responsibilities Description The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth. Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Value Definition & Planning Partner with customers and the Account Team to clearly define desired outcomes, success criteria, and value metrics aligned to district goals, and strategic initiatives. Value Orchestration & Delivery Orchestrate cross-functional teams (Support, Professional Services/EIC, Product, Sales, State/Alliance teams) to ensure timely issue resolution, adoption progress, and value delivery. Lead structured adoption programs tailored to customer maturity, product footprint, and implementation stage. Proactively identify adoption gaps, usage trends, and risks, and coordinate get to green plans wi