Overview
Associate customer success manager role is responsible for overseeing, forecasting, and closing
subscription renewals in their assigned book of business.
You will have direct engagement with customers, work collaboratively with the overall account
team consisting of Sales, Customer Success, Services and Support. Your primary goals will be to
maximize retention, minimize churn, and uncover upsell/cross-sell opportunities for new products
and services
Description
Responsibilities
- Manage and own a high-volume, transactional SaaS renewals portfolio, ensuring timely and accurate contract execution.
- Engage proactively with customers approximately 120 days prior to subscription expiration to discuss renewal terms, pricing, and value realization.
- Propose and position service renewals, training credits, and premium support packages to drive customer success and retention.
- Identify and execute co-terming opportunities to streamline customer transactions and simplify contract management.
- Apply effective negotiation and objection-handling techniques to close renewals on time and maintain customer satisfaction.
- Partner cross-functionally with Customer Success Managers, Account Executives, and Finance teams to ensure alignment on account health and renewal strategy.
- Identify upsell, cross-sell, and expansion opportunities to drive incremental revenue and strengthen customer relationships.
- Develop a strong understanding of customers procurement processes, approval cycles, and budget timelines.
- Proactively identify renewal risks and collaborate with internal stakeholders to mitigate churn and ensure seamless renewal execution.
- Maintain accurate and up-to-date renewal data, opportunities, and forecasting details in Salesforce CRM.
- Deliver accurate and timely renewal forecasts in line with business reporting requirements and performance metrics.
- Ensure compliance with internal policies, pricing guidelines, and approval processes.
- Contribute to process improvement initiatives focused on automation, customer experience, and operational efficiency.
- Perform other duties and special projects as assigned.
Qualifications
Minimum Qualifications
- 1 year or less of relevant and related work experience.
- Bachelor's degree or equivalent, or equivalent years of relevant work experience.
- Travel occasionally, up to 25-30%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
- (Add up to 4 more, keep them objective and qualifiable/quantifiable if possible)
Preferred Qualifications
- (These are NICE to haves. Add up to 5, keep them objective and qualifiable/quantifiable if possible)
EEO Commitment
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 [Confidential Information].
