Manager, CSM – SMB

Job not on LinkedIn

🕒 March 20

🏄 California – Remote

🏄 California – Remote

💵 $85k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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ParentSquare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

ParentSquare is a unified, AI-enhanced communication platform purpose-built for K–12 schools and districts. It centralizes mass notifications, classroom and one-to-one messaging, forms and permission slips, attendance tools, school websites, secure document delivery, payments, and analytics to streamline engagement between educators, families, and staff. The platform emphasizes two-way translation, SIS integrations, data privacy, and easy onboarding, and is delivered as a software service used by districts and schools to improve family engagement and operational workflows.

📋 Description

• Architect the Scaled Journey: Design and refine a digital-first customer journey that blends automated triggers, live workshops, and community-led programming. • Drive Growth Metrics: Take full accountability for retention, health scores, and expansion revenue across the SMB portfolio. • Lead & Coach: Manage a team of four CSMs, coaching them to execute at scale while maintaining a high standard for customer outcomes. • Operationalize Success: Partner with CS Ops and Marketing to build repeatable playbooks and automated touchpoints that identify risk early and surface expansion signals. • Data-Driven Iteration: Use product usage and engagement data to continuously "A/B test" our success motions and improve efficiency. • Cross-Functional Influence: Collaborate with Product and Sales to ensure the SMB voice is heard and that our digital-first motions align with the overall company roadmap.

🎯 Requirements

• 3+ years of experience in Customer Success or Account Management within a SaaS environment, preferably with direct SMB experience • 2+ years of people leadership experience, with a track record of coaching and developing high-performing CSMs • Proven success managing or designing programs for a high-volume book of business while consistently driving customer health and retention metrics • Experience building and executing 1:many engagement strategies, including automation, digital campaigns, webinars, and office hours • Strong understanding of customer journey mapping and lifecycle management • Comfort using customer data and usage signals to prioritize outreach and proactively manage risk • A strategic mindset balanced with operational rigor, you can design the system and ensure it runs • Exceptional cross-functional collaboration skills and the ability to influence across teams.

🏖️ Benefits

• 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 • PTO that increases each year • 16 paid holidays, including your birthday! • Fully remote work with provided tools and equipment