Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
- 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
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
Company Overview