Senior Customer Success Manager

PowerSchool

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

Posted 10/23/2026full-timeRemote • CanadaSenior💰 CA$84,600 - CA$105,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success principles, including value realization, adoption management, and customer health within a SaaS environment. Proven ability to lead cross-functional teams, manage strategic accounts, and drive renewal readiness through effective communication and analytical skills.

Highest-signal resume keywords

Customer Success PrinciplesSaaS Environment ExperienceCRM Platforms (Salesforce)Executive-Level CommunicationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Value RealizationAdoption ManagementCustomer Health ManagementUsage AnalysisRisk ManagementRenewal MotionsValue-Based SellingStrategic Account ManagementDocumentation PracticesCustomer Advocacy

Soft Skills

Orchestration SkillsInfluence SkillsPlanning SkillsOrganizational SkillsRelationship Building

Tools & Technologies

CRM PlatformsCustomer Success Tools

Industry Keywords

K–12Public SectorEnterprise EnvironmentsMulti-Stakeholder OrganizationsExpansion Enablement

About the role

Key responsibilities & impact

Partner with customers and the Account Team to define desired outcomes, success criteria, and value metrics aligned to district goals and strategic initiatives
Orchestrate Support, Professional Services/EIC, Product, Sales, and State/Alliance teams to ensure issue resolution, adoption progress, and value delivery
Lead structured adoption programs tailored to customer maturity, product footprint, and implementation stage
Identify adoption gaps, usage trends, and risks, and coordinate get-to-green plans
Co-lead Executive Business Reviews focused on value delivered, usage insights, customer health, risks, and forward-looking initiatives
Forecast customer health and attrition risk using usage data, support trends, stakeholder engagement, and sentiment
Advocate for customers and provide insights to influence product and service improvements
Drive renewal readiness through accurate health signals, documented value realization, risk identification, and mitigation plans
Strategize renewals with Sales and support retention through value-based narratives
Identify and support expansion opportunities through adoption analysis and unmet-needs identification
Maintain CRM/customer success platform data for health, contacts, activities, adoption, risks, and next steps
Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution
Deliver current, timely Customer Success Plans and EBRs aligned with product roadmaps and district initiatives

Requirements

What you’ll need

Strong understanding of Customer Success principles, including value realization, adoption management, customer health, and lifecycle management in a SaaS environment
Experience working within complex, multi-stakeholder customer organizations, preferably in K–12, public sector, or enterprise environments
Familiarity with renewal motions, value-based selling concepts, and expansion enablement in partnership with Sales
Working knowledge of CRM platforms (e.g., Salesforce) and customer success tools for health scoring, usage analysis, and risk management
Ability to define, articulate, and measure customer value, translating product capabilities into customer outcomes
Strong orchestration and influence skills to align cross-functional teams without direct authority
Executive-level communication and presentation skills, including leading value-focused QBRs/EBRs and strategic planning discussions
Analytical skills to interpret usage data, support trends, and sentiment signals
Strong planning and organizational skills, with the ability to manage multiple strategic accounts and priorities simultaneously
Clear, disciplined documentation and CRM hygiene practices
Ability to build trust-based relationships with executive sponsors and day-to-day stakeholders
Ability to anticipate customer needs, identify gaps, and proactively drive action
Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment
Ability to balance customer advocacy with company objectives and commercial realities
Ability to collaborate effectively across teams and adapt communication style to varied audiences
Bachelor’s degree or equivalent practical experience required
5+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role in a SaaS or technology-enabled environment
Experience managing renewals, strategic accounts, and executive stakeholders strongly preferred

Benefits

Comp & perks

Comprehensive Benefits Plan (including Health, Dental, Vision, EAP, Life Insurance, AD&D, STD and LTD)
Pension plan (with employer matching options)
Additional RRSP plan
Generous Paid Time Off (PTO)
Paid Community and Volunteer Time Off
Health & Wellness Programs
Tuition and Professional Development reimbursement