Manager, CSM – SMB

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🏄 California – Distant

🏄 California – Remote

💵 $85 000 - $105 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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ParentSquare

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2011

📚 Éducation

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

ParentSquare est une plateforme de communication unifiée, optimisée par l'IA, spécialement conçue pour les écoles et les districts K-12. Elle centralise les notifications de masse, les messages de classe et individuels, les formulaires et autorisations, les outils de présence, les sites web des écoles, la livraison sécurisée de documents, les paiements, et les analyses pour rationaliser l'engagement entre les éducateurs, les familles et le personnel. La plateforme met l'accent sur la traduction bidirectionnelle, les intégrations SIS, la protection des données et une intégration facile, et est délivrée comme un service logiciel utilisé par les districts et les écoles pour améliorer l'engagement des familles et les flux de travail opérationnels.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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