ParentSquare

Customer Success Manager

• 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

Director of Customer Success, SMB