Role Overview

The Customer Success Manager (CSM) is responsible for ensuring customers realize and sustain measurable value from their PowerSchool investment. This role goes beyond relationship management and adoption support to focus on outcome alignment, value realization, renewal readiness, and long-term partnership growth. The CSM serves as a trusted advisor, value orchestrator, and internal quarterback - aligning customers’ strategic goals with PowerSchool’s solutions and cross-functional capabilities.

Overview

The Customer Success Manager (CSM) is responsible for ensuring customers realize and sustain measurable value from their PowerSchool investment. This role goes beyond relationship management and adoption support to focus on outcome alignment, value realization, renewal readiness, and long-term partnership growth. The CSM serves as a trusted advisor, value orchestrator, and internal quarterback - aligning customers’ strategic goals with PowerSchool’s solutions and cross-functional capabilities.

Responsibilities

Essential Duties and Responsibilities

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

Value Definition & Planning

- Partner with customers and the Account Team to clearly define desired outcomes, success criteria, and value metrics aligned to district goals, and strategic initiatives.

Value Orchestration & Delivery

- Orchestrate cross‑functional teams (Support, Professional Services /EIC , Product, Sales, State/Alliance teams) to ensure timely issue resolution, adoption progress, and value delivery.




- Lead structured adoption programs tailored to customer maturity, product footprint, and implementation stage.
- Proactively identify adoption gaps, usage trends, and risks, and coordinate get to green plans with internal stakeholders.

Value Sustainment & Relationship Health

- In close partnership with Sales, co‑lead Executive Business Reviews (EBRs) focused on value delivered, usage insights, customer health, risks, and forward‑looking initiatives.
- Forecast customer health and risk of attrition using usage data, support trends, stakeholder engagement, and sentiment.
- Act as a strong customer advocate, providing actionable insights and feedback to influence product and service improvements.

Renewal Readiness & Growth Enablement

- Drive renewal readiness by ensuring accurate health signals, documented value realization, clear risks, and mitigation plans in advance of renewal cycles.
- Strategize renewals in close partnership with Sales , supporting retention through value‑based narratives.
- Surface, shape, and support expansion opportunities through insight‑led conversations, adoption analysis, and unmet needs identification, with Sales owning commercial execution.

Operational Excellence & Governance





- Maintain disciplined CRM and/ OR Customer Success Platform (CSP) hygiene for customer health, contacts, activities, adoption status, risks, and next steps.
- Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution.

What Success Looks Like

You are successful in this role when:

- Customers consistently reach or exceed adoption, usage, and value‑realization goals across their PowerSchool solution footprint.
- Customer health scores trend positively, with reduced risk, engaged executive sponsors, and robust alignment to district outcomes.
- Renewal readiness is consistently achieved, with early risk identification, accurate health forecasting, and compelling value documentation provided to the account team .
- Expansion opportunities are proactively identified and progressed through value‑based insights and partnership with Sales.
- Cross‑functional workflows operate efficiently, with decreasing escalations, aging issues, and reactive fire drills.
- Customer Success Plans and EBRs are current, delivered on time, and aligned with product roadmaps and district initiatives.
- CRM /CSP data is accurate , complete, and ready for inspection at any time.

Qualifications

Required 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 . Reasonable accommodations may be made to enable individuals

📌 Senior Customer Success Manager (Canada)
🏢 PowerSchool
📍 Canada