Customer Success Manager

PowerSchool is a mission-driven provider of cloud-based K-12 education software. The Customer Success Manager uncovers customer needs and risks, drives adoption and retention strategies, supports renewal readiness and expansion opportunities, and partners with cross-functional teams to deliver measurable customer outcomes.

Responsibilities:

• Lead deep‑dive investigative conversations with customer stakeholders to uncover goals, constraints, risks, and growth opportunities
• Connect qualitative input with usage trends, support patterns, and operational data to form actionable insights
• Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to execute retention playbooks and accelerate issue resolution
• Ensure customers achieve measurable outcomes tied to renewal timelines and district priorities
• Guide customers through structured adoption programs mapped to maturity and product footprint
• Identify and close adoption gaps, increase stakeholder engagement, and drive improvements in CSAT/NPS
• Continuously evaluate customer health through data signals and leadership engagement quality
• Proactively surface risks early and lead the creation of “Get to Green” plans with clear actions, owners, and success metrics
• Co-lead Executive Business Reviews (EBRs) with Sales to communicate business outcomes, product value, risk posture, and forward-looking initiatives
• Identify expansion signals through investigative discovery and usage insights
• Collaborate with Sales to build value‑based cases for expansion — Sales manages commercial negotiation; you provide insight and advocacy
• Maintain accurate health and risk forecasts that inform renewal readiness
• Deliver data-driven recommendations to leadership on trending risks, adoption gaps, and strategic opportunities
• Contribute to refining scalable CSM processes and best practices
• Navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decision-making
• Serve as a senior point of escalation for adoption, value, or experience challenges
• Advocate internally for durable solutions that strengthen long-term partnership

Requirements:

• Minimum of 2 years in Customer Success, Account Management, Consulting, or related roles in SaaS or technology-enabled environments
• Proven experience leading investigative customer conversations that reveal underlying needs, risks, and expansion opportunities
• Demonstrated ability to orchestrate cross-functional initiatives without direct authority
• Experience with health/risk forecasting, renewal readiness, and account planning
• Strong analytical and storytelling skills — ability to translate data into actionable insights
• Ability to travel regionally 30%-45%
• Experience with EdTech SaaS, K‑12 districts, public sector, or enterprise accounts
• Familiarity with renewal motions and value-based selling concepts; ability to craft outcome aligned narratives
• Experience with Salesforce CRM, Co-Pilot and other AI tools, and Customer Success platforms for health scoring, usage analysis, and risk management