ParentSquare

Customer Support

• Answering incoming emails, live chats and phone calls, resolving support issues quickly and efficiently and escalating tickets to the next tier of support when needed
• Resolving product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Collect and record customer feedback and information, and share with appropriate departments and team members
• Improving help articles and developing support materials
• Product testing
• Contributes to team effort by accomplishing related results as needed.
• Attending all required customer service-related meetings
• Above all, providing the friendly and personalized service of which ParentSquare prides itself

Seasonal Customer Support Agent

Customer Success Manager

• Architect the Scaled Journey: Design and refine a digital-first customer journey that blends automated triggers, live workshops, and community-led programming.
• Drive Growth Metrics: Take full accountability for retention, health scores, and expansion revenue across the SMB portfolio.
• Lead & Coach: Manage a team of four CSMs, coaching them to execute at scale while maintaining a high standard for customer outcomes.
• Operationalize Success: Partner with CS Ops and Marketing to build repeatable playbooks and automated touchpoints that identify risk early and surface expansion signals.
• Data-Driven Iteration: Use product usage and engagement data to continuously "A/B test" our success motions and improve efficiency.
• Cross-Functional Influence: Collaborate with Product and Sales to ensure the SMB voice is heard and that our digital-first motions align with the overall company roadmap.

Manager, CSM – SMB

Financial Planning and Analysis

• Lead Traditional FP&A Processes: Own the company-wide planning and forecasting processes and perform variance analyses to drive accountability across business teams.
• Act as Strategic Finance Partner: Serve as a finance partner to department leaders (Sales, Marketing, Customer Success, R&D) to manage operating expenses, develop financial models for new initiatives, and identify opportunities for efficiency and margin improvement.
• Executive & Investor Reporting: Prepare and present insightful financial analysis and management reporting packages to articulate business performance, and support the leadership team with materials related to Investor Relations.
• Drive System & Process Excellence: Drive continuous improvement and automation across FP&A tools and systems (e.g., ERP, planning software) to enhance forecast accuracy and reporting efficiency.
• Long-Term Planning & Capital Allocation: Develop and maintain complex, integrated financial models to support long-term strategic planning.

Senior Manager, FP&A

Manager

• Play a pivotal role in amplifying the voices of ParentSquare customers.
• Focus on harnessing the power of their success stories to elevate ParentSquare’s market presence.
• Lead in identifying, nurturing, and promoting customer advocates.
• Create compelling content showcasing ParentSquare contributions to family engagement and student success.
• Partner with Customer Success, Sales, Product, Events, and Marketing to identify advocates.
• Capture and develop compelling customer stories—quotes, videos, case studies, social content, and presentation assets.
• Grow and engage the ambassador community through campaigns, recognition programs, and networking sessions.
• Identify, prepare, and support ambassador speakers for events.

Seasonal Customer Support Agent

Manager, CSM – SMB

Senior Manager, FP&A

Customer Advocacy Manager