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Manager, Customer Success

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Fast Facts

PowerSchool is seeking a Manager of Customer Success to lead a team of Customer Success Managers, focusing on customer relationship management, strategic alignment, and overall satisfaction within the K-12 software solutions environment.

Responsibilities: This role includes team leadership, execution of customer success strategies, handling high-profile customer issues, and improving operational efficiencies to drive customer satisfaction and retention.

Skills: Candidates must possess strong leadership abilities, exceptional communication skills, strategic thinking, and proficiency in customer success and CRM tools like Gainsight and Salesforce.

Qualifications: A Bachelor’s degree in Business or Education, with 7+ years in Customer Success or Account Management, including 3 years in people management, preferably in the education technology or SaaS sectors.

Location: The position is based in Folsom, CA, US with no indication of remote work options.

Compensation: $62800 - $138000 / Annually

Overview

The Manager, Customer Success holds a pivotal role at PowerSchool, leading a team of high performing Customer Success Managers to drive our business forward. This position demands a strong sense of personal accountability, a commitment to going above and beyond, and a collaborative mindset to deliver excellence to our customers.

Reporting to the Sr. Director, Customer Success, the Manager, Customer Success serves as a leader overseeing value delivery for our customer through PowerSchool’s acclaimed K-12 software solutions. We are seeking an individual who is a strong leader, can drive results with our customers and internal teams, fostering stronger relationships and driving product adoption through the initiatives such as Success Planning, Executive Business Reviews (EBRs), Impact calls. The role is strategically crafted to enhance customer retention through proactive customer engagement.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership and Development:

Lead, coach, and mentor a team of Customer Success Managers, ensuring their professional growth and alignment with organizational goals.
Foster a collaborative, high-performing team culture focused on customer-centricity and results.
Conduct regular one-on-ones, performance reviews, and team meetings to support individual and team success.

Customer Success Strategy Execution:

Align team activities with PowerSchool’s overall customer success strategy to drive customer satisfaction, retention, and expansion.
Monitor key performance indicators (KPIs) and implement strategies to ensure team success.
Drive the team to develop tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
Partner with sales teams to ensure growth attainment and increased footprint

Customer Relationship Management:

Act as an escalation point for high-profile customer issues, ensuring resolution and maintaining customer trust.
Partner with cross-functional teams, including Sales, Support, and Product, to ensure a seamless customer experience.
Champion the voice of the customer within PowerSchool by sharing insights and advocating for customer needs.

Operational Excellence:

Develop and maintain processes to streamline customer success activities and improve team efficiency.
Utilize customer data and feedback to identify trends, risks, and opportunities, taking proactive action to address them.
Drive the adoption of tools and systems to improve team effectiveness and customer outcomes.

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and Experience:

Bachelor’s degree in Business, Education, or a related field; advanced degree preferred.
7+ years of experience in Customer Success, Account Management, or a similar role, with at least 3 years in a people management capacity.
Experience in the education technology sector or SaaS industry is highly preferred.

Skills and Competencies:

Strong leadership and people management skills, with a proven ability to build and inspire high-performing teams.
Exceptional interpersonal and communication skills, with the ability to engage effectively with customers and internal stakeholders at all levels.
Strategic thinker with strong analytical and problem-solving skills.
Proficiency in customer success tools and CRM platforms (e.g., Gainsight, Salesforce).
Passion for customer success and a commitment to delivering value and outcomes.

Compensation & Benefits

PowerSchool offers the following 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

A reasonable estimate of the base compensation range for this position is $62,800 - $138,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.

Average salary estimate

$100400 / YEARLY (est.)

min

max

$62800K

$138000K

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What You Should Know About Manager, Customer Success, PowerSchool Group

PowerSchool is looking for an enthusiastic and dedicated Manager of Customer Success to join our vibrant team in Folsom, CA! In this crucial role, you will lead a talented group of Customer Success Managers, ensuring our K-12 software solutions not only meet but exceed customer expectations. Your day-to-day will involve crafting and executing customer success strategies, tackling high-profile customer issues, and enhancing operational efficiencies aimed at boosting customer satisfaction and retention. We’re excited to find a leader who has a strong accountability mindset, incredible communication skills, and a passion for helping both customers and team members grow. At PowerSchool, your efforts in aligning our strategic goals with customer needs will be vital in fostering long-lasting relationships and facilitating product adoption. With 7+ years of experience in Customer Success or Account Management, including a solid background in people management, you’ll be well-equipped to provide the leadership needed to develop team members and drive their success. Together, we aim to champion the voice of the customer by sharing insights and advocating for their needs across the organization. If you’re ready to take your career to the next level, come join PowerSchool and make a remarkable impact!

Frequently Asked Questions (FAQs) for Manager, Customer Success Role at PowerSchool Group

What are the main responsibilities of a Manager, Customer Success at PowerSchool?

The Manager, Customer Success at PowerSchool is responsible for leading a team of Customer Success Managers, ensuring they effectively execute customer success strategies, manage high-profile customer issues, and improve operational efficiencies. This role focuses on customer relationship management and aims to enhance customer satisfaction and retention.