Overview

Under the general direction of the Group Vice President of Customer Success, the Senior Director of Digital Customer Success is responsible for the overall direction, coordination, quality, and output of PowerSchool Customer Success Associates, who provide dynamic advocacy to our award-winning K- 12 software customers. This position is primarily responsible for positively impacting retention and renewal rates for our customers in a digital environment. This leadership position requires a seasoned professional with a strong background in scaling SaaS customer success leveraging digital tools and technologies and ensuring the ongoing success of our customers at scale. 

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 guiding the team to maximize retention through a data-driven, strategic mind-set 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.

Responsibilities

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

• Develop and deliver digital initiatives to improve the product adoption for PowerSchool’s customers, including:
• • Digital customer journey and experience
  • Customer journey development
  • Customer adoption campaigns, including collaboration with Marketing, Product, and Data Teams 
  • Digital journey development, content creation and curation, and metrics
  • Enhance and augment digital experience for CSM-led customers
• Effectively forecasts customer health, risk of attrition, and develop digital strategies to improve retention.
• Cross-functionally align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.
• Ensure consistent and personalized communication strategies to maintain strong customer relationships. 
• Implement mechanisms to track and analyze customer satisfaction metrics, driving continuous improvement initiatives. 
• Define, lead and track strategic and operational digital programs to successful completion.
• Leverage data and analytics to develop, lead, and measure results for adoption-related initiatives, programs, and campaigns. 
• Build and lead a high-performing Digital Customer Success team, fostering a culture of collaboration, innovation, and customer-centricity.
• Provide guidance and mentorship to team members, ensuring professional development and success. 

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.

Qualifications include:  

• Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a SaaS or subscription software service.
• Rich knowledge and track record with email campaigns, in-app experience, webinars/events, and certifications. 
• Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, Customer Marketing, Demand Gen) and/or operations Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing).
• Experienced leading cross-functional initiatives in large organizations (i.e., 1000 employees).
• Management experience with a team of at least 10 team members; offshore team leadership experience preferred. 
• Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing).
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans.
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management.
• Passion for education and for being a part of a mission-driven SaaS company. 

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)
• Paid Community and Volunteer Time Off (VTO)
• 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 $145,000– $200,000. The compensation range is specific to the United States and 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 accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com. 

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