Edtech.com's Summary

ParentSquare is hiring a Manager, CSM (SMB) to lead and scale their Small-to-Medium Business Customer Success team. The role involves developing a scalable, tech-enabled engagement model to drive product adoption, revenue growth, and maintain a 95%+ retention rate by coaching a team of CSMs and managing strategic SMB accounts.

Highlights

Lead, recruit, coach, and mentor a high-performing Customer Success team focused on SMB clients.
Design and implement automated customer engagement strategies using digital campaigns, webinars, and health checks.
Drive $3M in upsell revenue from a $6M pipeline while maintaining over 95% gross retention.
Directly manage a portfolio of strategic SMB accounts as a player/coach.
Collaborate with Sales, Support, Product, and Marketing teams to enhance the customer journey.
Analyze key metrics such as retention, expansion, and customer health to refine strategies.
Required skills include people leadership (2+ years), experience with commercial targets in SaaS, and expertise in SMB scaled engagement strategies.
Strong strategic mindset leveraging technology, automation, or AI to improve efficiencies.
Exceptional communication and collaboration capabilities across organizational levels.
Benefits include employer-paid health insurance, 401K match, paid parental leave, stock options, wellness reimbursements, generous PTO, and 15 paid holidays.

Manager, CSM (SMB) Full Description

Manager, CSM (SMB)

ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 22 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility.

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey.

The Opportunity

We are seeking a results-oriented and customer-centric manager to scale and help lead our Small-to-Medium Business (SMB) Customer Success team. This is a newly created, foundational leadership role designed to help architect the future of how we serve our SMB customers. Your mission will be to develop a scalable, tech-forward engagement model that drives product adoption, uncovers expansion opportunities, and maintains our world-class 95%+ gross retention rate.

You will lead a team of CSMs, blending automated outreach with targeted, high-value interactions to achieve ambitious growth targets, including $3M in closed-won upsells from a $6M pipeline. This is a unique opportunity to build a critical function from the ground up, directly impacting our company's growth and our customers' success.

What You'll Do

Lead & Develop: Recruit, coach, and mentor a high-performing team of CSMs, fostering a culture of accountability, collaboration, and customer advocacy.
Architect Scaled Programs: Design and implement a tech-enabled strategy for customer engagement, utilizing automation, digital campaigns, webinars, and health checks to efficiently serve our SMB customers.
Drive Revenue Growth: Own your team's commercial goals, guiding the strategy for identifying and converting upsell and cross-sell opportunities within our highest-potential SMB accounts.
Maintain Excellence: Uphold and improve upon our 95%+ gross retention rate by ensuring customers derive maximum value from our platform.
Own Strategic Accounts: Act as a player/coach by directly managing a small portfolio of highly influential SMB customers, modeling best practices and staying connected to customer needs.
Collaborate Cross-Functionally: Partner closely with Sales, Support, Product, and Marketing to create a seamless customer journey and champion the needs of the SMB segment.
Analyze & Iterate: Use data to measure the effectiveness of your programs, reporting on key metrics like retention, expansion, and customer health to inform strategy.

What You'll Bring

2+ years of people leadership experience, with a proven track record of hiring, coaching, and developing high-performing Customer Success or Account Management teams.
Demonstrated success in leading a team to meet and exceed commercial targets, including renewals, expansion quotas, and pipeline generation in a SaaS environment.
Deep expertise in the SMB market, with hands-on experience building and executing scaled engagement strategies (e.g., one-to-many campaigns, digital touchpoints, office hours).
A strategic mindset with experience leveraging technology, automation, and/or AI to drive CSM efficiency and customer value.
Strong analytical skills with the ability to translate data into actionable insights and strategic initiatives.
Exceptional communication and collaboration skills, with the ability to work effectively across all levels of the organization.

Why Join Us?

At ParentSquare, we believe in winning together and building a product that truly serves schools, educators, and families. We value transparency, collaboration, and an entrepreneurial spirit, and we look for team members who share these values. You’ll have the opportunity to lead design at scale, influence a fast-growing company, and make a meaningful impact on K-12 education.

The perks of working for us are great! You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide:

Employer-paid health insurance (including dependent coverage)
An employer-matched 401K retirement savings program from day 1
Paid Parental Leave
Stock options
Health + wellness reimbursements
Generous PTO
15 paid holidays, including your birthday!

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.

We're an equal-opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Original Job Description

Manager, CSM (SMB)

The Opportunity

What You'll Do

Lead & Develop: Recruit, coach, and mentor a high-performing team of CSMs, fostering a culture of accountability, collaboration, and customer advocacy.
Architect Scaled Programs: Design and implement a tech-enabled strategy for customer engagement, utilizing automation, digital campaigns, webinars, and health checks to efficiently serve our SMB customers.
Drive Revenue Growth: Own your team's commercial goals, guiding the strategy for identifying and converting upsell and cross-sell opportunities within our highest-potential SMB accounts.
Maintain Excellence: Uphold and improve upon our 95%+ gross retention rate by ensuring customers derive maximum value from our platform.
Own Strategic Accounts: Act as a player/coach by directly managing a small portfolio of highly influential SMB customers, modeling best practices and staying connected to customer needs.
Collaborate Cross-Functionally: Partner closely with Sales, Support, Product, and Marketing to create a seamless customer journey and champion the needs of the SMB segment.
Analyze & Iterate: Use data to measure the effectiveness of your programs, reporting on key metrics like retention, expansion, and customer health to inform strategy.

What You'll Bring

2+ years of people leadership experience, with a proven track record of hiring, coaching, and developing high-performing Customer Success or Account Management teams.
Demonstrated success in leading a team to meet and exceed commercial targets, including renewals, expansion quotas, and pipeline generation in a SaaS environment.
Deep expertise in the SMB market, with hands-on experience building and executing scaled engagement strategies (e.g., one-to-many campaigns, digital touchpoints, office hours).
A strategic mindset with experience leveraging technology, automation, and/or AI to drive CSM efficiency and customer value.
Strong analytical skills with the ability to translate data into actionable insights and strategic initiatives.
Exceptional communication and collaboration skills, with the ability to work effectively across all levels of the organization.

Why Join Us?

The perks of working for us are great! You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide:

Employer-paid health insurance (including dependent coverage)
An employer-matched 401K retirement savings program from day 1
Paid Parental Leave
Stock options
Health + wellness reimbursements
Generous PTO
15 paid holidays, including your birthday!

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.

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Manager, CSM (SMB)

Edtech.com's Summary

Manager, CSM (SMB) Full Description

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