Customer Success Manager

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.

Description -

• Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
• Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
• Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
• Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement.
• Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers.
• Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.
• Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services.
• Strategize on renewals working closely with the rest of the Account Team
• Effectively forecast customer health and risk of attrition.
• Collaborate with sales teams to ensure growth attainment and increased footprint

Requirements -

• 5 years prior experience in a Customer Success, Account Management, or technical support role.
• Bachelors degree or equivalent, or equivalent years of relevant work experience.
• Attention to detail and a strong bias for action
• Strategic thinking with the ability to align solutions to customer goals.
• Proficient in Microsoft Office suite
• Mastery level of delivering difficult messages when necessary
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

Preferred

• Salesforce experience preferred
• Understanding of K-12 education systems and technology preferred
• Software-as-a-service (SaaS) experience preferred
• Associates degree or equivalent work experience