Customer Success Manager

PowerSchool is hiring a Customer Success Manager to help education technology customers achieve successful outcomes and strengthen retention. The role leads customer discovery, adoption and risk mitigation, partners with internal teams on renewal readiness and expansion, and advocates for customer needs.

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
• 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