Manager, Customer Success Operations
PowerSchool, Dallas, TX, United States
Job Title
Manager, Customer Success Operations
Responsibilities
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:
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).
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.
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.
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.
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.
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.
Qualifications
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 $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.
#LI-HYBRID #LI-REMOTE
Manager, Customer Success Operations
Responsibilities
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:
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).
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.
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.
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.
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.
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.
Qualifications
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 $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.
#LI-HYBRID #LI-REMOTE