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 youre 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 longterm 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 executionensuring 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

• 57 years of experience in Customer Success CS Operations Revenue Operations or a related function
• 24 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 $101700 - $127100 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicants 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

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