Director, SMB Customer Success & Growth

TrulyHired; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401K match

Parental leave

Stock options

Wellness reimbursements

Paid time off

15 holidays

Remote-friendly

Job summary

ParentSquare is seeking a Director of Customer Success for SMB to own the strategy and outcomes for our largest district segment. You will run the 1:many, digital-first CS motion end-to-end and lead the growth of the SMB CS team as we scale across thousands of districts nationwide.

You will partner with Marketing, Education, Sales, and Product to drive adoption, retention, and expansion while using data signals to optimize where the team spends time and how programs perform.

Qualifications

• 8+ years in Customer Success or Account Management within SaaS, with retention/adoption ownership.
• 4+ years of people leadership managing multi-layer teams and managers.
• Experience building 1:many, digital-first CS motions with automation and webinars.

Responsibilities

• Own adoption, retention, and expansion outcomes for SMB segment; report to exec team.
• Set strategy for 1:many motion using automated, digital, and live touchpoints across onboarding, adoption, renewal, expansion.
• Lead, hire, and develop SMB CS team; shape structure, coverage, and career paths.
• Scale operating model: enrollment thresholds, coverage ratios, capacity planning, efficiency targets.
• Partner with Marketing and Customer Education on workshops and lifecycle campaigns reaching thousands of districts.
• Work with CS Operations to operationalize journey via data, signals, and automation.
• Align with Sales, Marketing, and Product on expansion signals and actions.
• Measure SMB programs' effectiveness; adjust efforts based on data insights.

Skills

Customer Success

Account Management

SaaS

Leadership

Data signals

Executive communication

Strategic thinking

Cross-functional collaboration

Job description

ParentSquare is seeking a Director of Customer Success for SMB to own the strategy and outcomes for our largest district segment. You will run the 1:many, digital-first CS motion end-to-end and lead the growth of the SMB CS team as we scale across thousands of districts nationwide.

You will partner with Marketing, Education, Sales, and Product to drive adoption, retention, and expansion while using data signals to optimize where the team spends time and how programs perform.