• Build scalable engagement models, playbooks, and digital touchpoints across the entire customer lifecycle—from onboarding to maximum adoption • Own and optimize the Customer Success tech stack (e.g., Jira, Airtable, Intercom) to drive efficiency and create a single source of truth for the CS team. • Design and implement health scores and automated signals and alerts (e.g., inventory stock-outs, product engagement dips) to enable proactive customer outreach and mitigate churn risk. • Streamline and measure the onboarding process to improve speed, quality, and time-to-first-value for new customers. • Partner with CS leadership and a dedicated analyst to define key metrics, support management of the book of business, and create dashboards that track health, risk, and expansion opportunities. • Automate manual processes to free up CSM time for high-value, strategic conversations with growing customers.

• Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction • Acquire a deep knowledge of company products and value proposition • Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk • Develop and present strategic success plans that clearly deliver on customer expectations • Be highly organized with strong CRM and territory management skills • Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria • Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience • Facilitate Asset Watch customer onboarding, training, and initial user setup • Meet retention and sales targets on a quarterly basis

• Directly manage, coach, and develop a team of Customer Success Managers, ensuring alignment with PowerSchool’s customer-centric values and product adoption goals. • Guide the team in driving product adoption, usage maturity, and customer enablement activities to ensure clients see measurable value. • Oversee ongoing customer relationship management, ensuring regular strategic touchpoints that assess health, gather feedback, and strengthen executive alignment. • Identify early indicators of account dissatisfaction or risk and partner cross-functionally to address barriers to success. • Support retention efforts by ensuring the team maintains strong health metrics, mitigates risk proactively, and drives strong alignment between customer goals and PowerSchool solutions. • Work closely with EICs, Account Management, Support, Product, and Professional Services teams to deliver a seamless and effective customer experience. • Assist in the design and implementation of scalable processes, playbooks, and best practices that elevate the consistency and effectiveness of customer success activities. • Act as a senior escalation point for customer concerns, partnering with internal teams to resolve issues and uphold a high standard of customer satisfaction.

• Develop deep knowledge of Digital Science, its solutions, and GFN customer research workflows, while supporting implementations and delivering engaging web-based training to onboard new Overleaf customers. • Be the first-line contact for key GFN customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution. • Create clear user-facing documentation and communications while demonstrating and promoting Overleaf features to help customers maximize product value. • Support the Customer Support, Marketing, and Sales teams in a wide variety of user-facing initiatives and activities. • Identify client challenges and risk areas, develop solutions, and execute proactively to support renewals, collaborating with other Digital Science teams, including Support, Product, and Sales, as required. • Align and collaborate with Sales on renewal forecasts and upsell strategies, with a focus on customer retention and growth. **