Senior Customer Success Manager

PowerSchool is the global leader in cloud-based K-12 software, dedicated to transforming education. The Senior Customer Success Manager will ensure customers achieve their desired outcomes through proactive engagement, retention strategies, and cross-functional collaboration.

Responsibilities:

• Customer Retention: Identify potential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates
• Improve customer health through cross functional collaboration with Support, Services, Sales and other departments
• Analysis and Insights: Partner with the leadership to analyze and identify retention trends and provide insights to the business
• Cross-Functional Collaboration: Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities
• Forecasting: Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership
• Negotiation: Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes
• Process Optimization: Assist in the design and implementation scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities
• Customer Advocacy: Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction

Requirements:

• 5 years prior experience in a Customer Success, Account Management, or technical support role
• Exceptional communication and presentation skills
• 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
• Proficient in the use of AI for business analysis
• Mastery level of delivering difficult messages when necessary
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Associate's degree or equivalent work experience
• Salesforce experience preferred
• Understanding of K-12 education systems and technology preferred
• Software-as-a-service (SaaS) experience preferred