Director of CS, SMB

Director of CS, SMB Full Description ParentSquare is a rapidly growing Santa Barbara-based company that's changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 22 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey. Who we're looking for: We're looking for a Director, Customer Success - SMB to own the strategy and the outcomes for our largest customer segment: more than 6,000 small and single-site districts across the country. You'll be the leader accountable for how we show up for these customers at scale. You’ll own our 1:many customer success motion end to end - the digital-first engagement model, the programs and playbooks behind it, and the adoption and retention numbers it produces. You’ll lead and grow our SMB customer success team, shape the operating and coverage model for the segment, and represent SMB when we’re deciding where to invest. This is where customer outcomes and operational efficiency go hand in hand. We want thousands more districts getting real value from ParentSquare, and we want to get there through a model built to scale. You’ll be the one who takes it there. Most importantly, you’re someone who shares in our passion for improving the lives of students through communication. This role will include: 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 our 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 Our ideal candidate will have the following: 8+ years in Customer Success or Account Management within SaaS, where you’ve owned retention and adoption outcomes directly 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 - automation, digital campaigns, webinars, office hours A high-volume segment you’ve owned outcomes for, and the operational rigor to run it: segmentation, coverage models, capacity planning Comfort using customer data and usage signals to decide where your team spends its time and where risk is building A strategic mindset paired with operational follow-through - you can design the system and make sure it actually runs Strong executive communication, and the ability to influence across Sales, Marketing, Product, and Operations The perks of working for us are great! You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide: 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! As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are committed to maintaining a drug-free workplace in compliance with applicable state laws. The salary range for this role will be $110,000-$130,000, DOE. #J-18808-Ljbffr