Director of Customer Success, SMB

ParentSquare

. Own adoption, retention, and expansion outcomes for the SMB segment and report them to the executive team .

Posted 9/19/2026full-timeRemote • United StatesLead💰 $110,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Account Management within SaaS, focusing on retention, adoption, and expansion outcomes. Proven ability to lead and develop teams while implementing strategic initiatives and operational efficiencies.

Highest-signal resume keywords

Customer Success LeadershipSaaS Account ManagementData-Driven Decision MakingDigital-First Customer SuccessExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention ManagementAdoption StrategyCapacity PlanningSegmentation ModelsOperational EfficiencyAutomation ImplementationDigital CampaignsWebinar DevelopmentCustomer Journey OptimizationPerformance Measurement

Soft Skills

Influencing SkillsStrategic MindsetTeam DevelopmentCross-Functional CollaborationCommunication Skills

Industry Keywords

SaaSCustomer SuccessAccount ManagementOnboardingExpansion SignalsCustomer DataUsage SignalsLifecycle CampaignsCommunity ProgrammingHigh-Volume Segment

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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