Associate Director, Customer Success and Renewals

Under the general direction of the GVP, Customer Success, the Associate Director, Customer Success & Renewals, is responsible for the overall direction, coordination, quality, and output of PowerSchool Customer Success Managers and Renewal Managers, who provide dynamic advocacy for our award-winning K-12 software customers.  This position is primarily responsible for positively impacting customer satisfaction, retention, and renewal rates. This professional will be leading teams that ensure results are delivered with PowerSchool products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities, and developing strategic goals and objectives. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers, and a collaborative approach that brings the best to every customer. 

Additionally, this position will contribute to our strategies to execute on the best customer experience and guide the team to maximize retention through a data-driven, strategic mindset to rapidly develop plans, measure results, and iterate. This role requires strong cross functional leadership across teams to deliver orchestrated customer experiences that create value for our customers and extend customer lifetime value. This position is also responsible for driving product adoption through initiatives such as success planning, executive business reviews (EBRs), and impact calls.

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

• Deliver on the vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through retention improvements.
• Drive customer outcomes, product adoption, and customer experience by leveraging customer success best practices.
• Define and deliver on a culture of continuous improvement.
• Drive operational practices to track the performance of teams and individuals.
• Work closely with the sales management and regional directors to align strategies, forecast renewals, drive renewals, and cross-sell strategies.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Reduce churn and drive new business growth through greater advocacy and reference ability.
• Develop strategies, translate them into initiatives, and track successful delivery.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Deliver transformational leadership so that the team is highly motivated and engaged.
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning efforts to the mission and vision of the organization.
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Experience successfully working with senior (C-level) executives

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.

Qualifications include:

• 10+ years of leadership experience in a SaaS or subscription enterprise software company
• 11-12 years experience leading strong customer success organizations, including customer success managers account management, renewals management, or sales teams
• Strong empathy for customers and passion for revenue and growth
• Impressive executive leadership presence and communication abilities
• Experience working with cross-functional teams (e.g., sales, Marketing, marketing, services)
• A high level of accuracy and attention to detail is required
• Excellent communication and interpersonal skills
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Demonstrated desire for continuous learning and improvement
• Salesforce and CRM experience
• Relevant bachelor’s degree; master’s degree preferred
• K12, Government, Public sector experience preferred

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 accommodations@powerschool.com.