Manager, Customer Success Operations

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

Our Customer Success organization ensures that our educational partners experience meaningful value, strong relationships, and successful adoption of PowerSchool solutions. Through collaboration, strategic guidance, and advocacy, the Customer Success team strengthens customer outcomes and long‑term partnership health by driving product usage, engagement, and satisfaction. 

The Manager, Customer Success Operations is responsible for executing and continuously improving the operational foundation that enables Customer Success teams to deliver consistent, measurable value to customers. This role focuses on operational excellence, process execution, system enablement, and performance insights that support retention, expansion, and customer outcomes at scale.

As Customer Success evolves toward more scalable and data-driven motions, this manager translates strategy into disciplined execution—ensuring processes, tools, and reporting are adopted effectively and operate with reliability, efficiency, and clarity.

Your day-to-day will include: 

Customer Success Operating Model Execution

• Support the implementation and ongoing optimization of the Customer Success operating model, including segmentation, engagement motions, and lifecycle governance.
• Execute defined operating cadences, standards, and decision frameworks across CS teams.
• Partner with CS leadership to ensure alignment between operational activities and customer outcomes (GRR, NRR, adoption).

Process Design & Operational Excellence

• Own day-to-day execution and continuous improvement of Customer Success processes, including onboarding, adoption, health, risk management, renewals, and escalations.
• Document processes, playbooks, and workflows to drive consistency and reduce friction.
• Lead change adoption for new processes and tools, ensuring frontline teams understand and apply them effectively.

Systems, Tools & Data Enablement

• Administer and optimize the Customer Success technology stack (CRM, Customer Success Platform, analytics, workflow automation).
• Partner with Data and Technology teams to support dashboards, reports, and data requirements.
• Monitor data quality, system hygiene, and operational accuracy across CS tools.

Insights, Planning & Performance Management

• Produce and maintain dashboards and reports for customer health, adoption, renewals, and operational performance.
• Analyze trends, risks, and gaps in customer data and surface insights to CS leadership.
• Support forecasting, capacity planning, and resource modeling activities.

Cross-Functional Coordination

• Partner with Customer Success, Support, Sales, Product, Enablement, and Finance teams to support customer initiatives and handoffs.
• Coordinate operational inputs for risk reviews, renewal planning, and leadership readouts.
• Track action items and follow-through from operating reviews.

Team Leadership & Development

• Manage and develop individual contributors within the CS Operations team.
• Set clear goals, priorities, and performance expectations.
• Foster a culture of operational rigor, accountability, and continuous improvement.

Minimum Qualifications

• 5–7+ years of experience in Customer Success, CS Operations, Revenue Operations, or a related function
• 2–4+ years of people management or team leadership experience
• Experience supporting Customer Success operations in a SaaS or technology-enabled environment
• Strong analytical skills with the ability to translate data into operational actions
• Demonstrated success driving cross-functional execution and process adoption

Preferred Qualifications

• Experience supporting multiple CS engagement models (high-touch, right-touch, scaled)
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, or similar)
• Experience working with analytics, dashboards, and operational reporting
• Exposure to AI-enabled or automation-first CS tools

What Success Looks Like in This Role

• Customer Success processes are executed consistently and efficiently
• CS teams have reliable tools, data, and operational support
• Leadership has clear visibility into customer health and operational performance
• Forecast accuracy and risk identification improve
• Operational foundations scale smoothly as the customer base grows

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 $101,700 - $127,100 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.

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