Director, SMB Customer Success — Scale Adoption

ParentSquare, Inc.; United States; À distance; USD 110 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health insurance (employer-paid)

Employer‑matched 401K from day 1

Paid Parental Leave

Stock options

Health + wellness reimbursements

PTO increasing yearly

15 paid holidays

Résumé du poste

ParentSquare is a Santa Barbara-based company transforming how schools and families communicate. We seek a Director, Customer Success – SMB to own strategy and outcomes for 6,000+ districts across the country.

You’ll lead a 1:many, digital-first motion and scale the SMB CS team to drive adoption, retention, and expansion at scale. You’ll work closely with Marketing, Education, and Sales to optimize campaigns and journeys, all while ensuring executive alignment and measurable impact for thousands

Qualifications

• 8+ years in Customer Success or Account Management within SaaS.
• 4+ years of people leadership.
• Experience building or scaling a 1:many, digital-first customer success motion — automation, digital campaigns, webinars, office hours.
• A high-volume segment you’ve owned outcomes for, and the operational rigor to run it.

Responsabilités

• Own adoption, retention, and expansion outcomes for our SMB segment, and report on them to our executive team.
• Set the strategy for our 1:many motion, which uses a mix of automated, digital, and live touchpoints across onboarding, adoption, renewal, and expansion.
• Lead, hire, and develop our SMB customer success team, shaping the structure, coverage model, and career paths as the team and customer base grow.
• Scale the operating model behind the segment: enrollment thresholds, coverage ratios, capacity planning, and the efficiency targets that support them.
• Partner with Marketing and Customer Education teams on workshops, community programming, and lifecycle campaigns that reach thousands of districts at once.
• Work with Customer Success Operations to operationalize the journey through the data, signals, and automation our motion depends on.
• Align with Sales, Marketing, and Product on identifying expansion signals across the segment and acting on them.
• Measure the effectiveness of our SMB programs, and move your team’s effort toward what the data shows is working.

Connaissances

Leadership

SaaS

Data‑driven decisions

Executive communication

Strategy

Customer Success

Description du poste

ParentSquare is a Santa Barbara-based company transforming how schools and families communicate. We seek a Director, Customer Success – SMB to own strategy and outcomes for 6,000+ districts across the country.

You’ll lead a 1:many, digital-first motion and scale the SMB CS team to drive adoption, retention, and expansion at scale. You’ll work closely with Marketing, Education, and Sales to optimize campaigns and journeys, all while ensuring executive alignment and measurable impact for thousands