Client Success Specialist supporting arts and cultural organizations using Spektrix ticketing software. Managing client relationships, resolving issues, and driving platform adoption remotely from British Columbia.
About the role
- Senior Customer Success Manager driving adoption, value realization, and renewals for PowerSchool’s education SaaS solutions. Orchestrating cross-functional teams and executive customer partnerships.
Responsibilities
- 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 with internal stakeholders
- 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 actionable feedback to improve products and services
- Drive renewal readiness through accurate health signals, documented value realization, risk mitigation plans, and renewal strategy
- Surface and support expansion opportunities through insight-led conversations, adoption analysis, and unmet-needs identification
- Maintain CRM and Customer Success Platform data for customer health, contacts, activities, adoption status, risks, and next steps
- Lead internal risk and account reviews to improve relationship health, reduce escalations, and accelerate issue resolution
Requirements
- 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 to proactively identify risk and opportunity
- 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
- 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
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