Director of Customer Success, SMB

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Own adoption, retention, and expansion outcomes for the SMB segment and report them to the executive team • Set the strategy for the 1:many motion across onboarding, adoption, renewal, and expansion • Lead, hire, and develop the SMB customer success team • Shape the team structure, coverage model, and career paths • Scale the segment operating model, including enrollment thresholds, coverage ratios, capacity planning, and efficiency targets • Partner with Marketing and Customer Education on workshops, community programming, and lifecycle campaigns • Work with Customer Success Operations to operationalize the customer journey through data, signals, and automation • Align with Sales, Marketing, and Product on expansion signals and corresponding actions • Measure SMB program effectiveness and optimize team effort based on data

🎯 Requirements

• 8+ years in Customer Success or Account Management within SaaS, with direct ownership of retention and adoption outcomes • 4+ years of people leadership, including developing managers or leading a multi-layer team • Experience building or scaling a 1:many, digital-first customer success motion, including automation, digital campaigns, webinars, and office hours • Experience owning outcomes for a high-volume segment • Operational rigor with segmentation, coverage models, and capacity planning • Comfort using customer data and usage signals to prioritize team effort and identify risk • Strategic mindset paired with operational follow-through • Strong executive communication • Ability to influence across Sales, Marketing, Product, and Operations

🏖️ 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 • 15 paid holidays, including your birthday • Fully remote work arrangement • Tools and equipment for home office