Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Build and maintain strong relationships with customers, acting as their trusted advisor throughout their journey with PowerSchool.

• Work alongside customers to enhance the adoption and use of PowerSchool products.

• Create and execute customized Success Plans for key customers.

• Conduct regular Executive Business Reviews (EBRs) to assess relationship health, tackle challenges, and uncover opportunities for enhancement.

• Collaborate with Sales, Support, Professional Services, and Product teams to ensure the delivery of customer value.

• Facilitate internal discussions with stakeholders to reduce risks and enhance customer relationship health.

• Serve as a customer advocate within PowerSchool, providing feedback on products and services.

• Partner with the Account Team to strategize on renewals.

• Anticipate customer health and attrition risks.

• Work with sales teams to drive growth and expand the customer footprint.

⛳️ Requirements

• At least 5+ years of relevant professional experience.

• Bachelor’s degree or equivalent experience, or equivalent years of relevant work experience.

• Additional experience may substitute for an advanced degree.

• Excellent negotiation and interpersonal skills.

• Ability to thrive in a fast-paced and constantly changing environment.

• Clear communication skills with the capability to lead phone conversations effectively.

• Skill in prioritizing and escalating customer issues as necessary.

• Proficient in Office 365.

• Strong attention to detail and effective time management abilities.

• Excellent oral and written communication skills.

• Strong customer service, presentation, and conflict resolution capabilities.

• Ability to manage a substantial workload and multiple projects amid frequent interruptions and schedule alterations.

• Capability to succeed in ambiguous situations and address client issues, collaborating across functional lines to advocate for and resolve client concerns.

• Prior experience with Salesforce or Lightning, CRM, and Gainsight is preferred.

• Proven track record of managing multiple customer relationships, priorities, and commitments simultaneously.

• Strong presentation, facilitation, and executive communication skills, including leading customer-facing meetings.

• Demonstrated ability to identify risks, resolve complex customer issues, and drive actions toward resolution.

• Willingness and ability to travel regularly for onsite customer meetings, strategic engagements, and relationship-building activities.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term and Long-Term Disability coverage.

• Comprehensive 401(k) plan.

• Generous Parental Leave.

• Unlimited 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.