Note: The job is a remote job and is open to candidates in USA. PowerSchool is seeking a Director of Scaled Customer Success to transform customer support through AI-driven engagement. This role will lead strategic initiatives to enhance customer retention and product adoption, utilizing digital strategies and automation.
Responsibilities
- Scale the human touch: design and deploy AI-driven playbooks that automate routine success motions, including onboarding, product engagement and adoption, health checks, while maintaining a personalized feel
- Predictive churn modeling: integrate predictive AI models that identify ‘at-risk’ signals before they become churn realities
- GenAI content engine: partner with the success team to oversee the creation of dynamic, AI-generated campaigns and automated email flows tailored to specific personas and behaviors
- Digital journey mapping: build end-to-end digital journeys that guide customers from initial implementation to ‘value realization’ without requiring a dedicated CSM
- In-App orchestration: lead strategy for in-product messaging and self-service capabilities to resolve queries and drive feature adoption
- Partner with IT and Product teams to ensure seamless deployment and adoption of the Customer Success platform
- Expansion mapping: use AI and automation to identify ‘ready-to-buy’ signals, creating automated lead generation paths
- Drive organizational change through training, communication, and stakeholder engagement
- Foster a culture of continuous improvement and innovation
- Define KPIs and dashboards to measure success of digital initiatives and customer outcomes, including churn and adoption
- Segment customers by risk, maturity, persona, and behavior
- Provide insights into leadership on trends, risks, and opportunities for improvement
- Use data to identify systemic churn drivers and design scalable interventions to support key elements of retention strategy, particularly in mid-low market customers
- Partner with the cross-functional team to:
- Track engagement and usage signals
- Measure impact of digital programs on retention
Skills
- Bachelor's degree in Business, Technology, or related field
- 10+ years of experience in Customer Success, Success Transformation, or SaaS operations
- Proven track record of leading technology implementations and process improvements in a SaaS environment driving successful outcomes
- Strong understanding of customer success metrics, lifecycle management, and SaaS business models
- Excellent leadership, communication, and stakeholder management skills
- Experience with technology platforms like Salesforce, Gainsight, or the newest AI-first Customer Success Platforms
- Knowledge of automation, AI-driven customer engagement, and data analytics
- Ability to manage cross-functional projects and influence at all organizational levels
- Background in Educational Technology
- Prior management or team‑lead experience preferred, as this role is expected to evolve into a leadership position with direct reports
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
Company Overview