ParentSquare

Manager, CSM – SMB

ParentSquare

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $85,000 - $105,000 per year

About the role

  • 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.

Requirements

  • 3+ years of experience in Customer Success or Account Management within a SaaS environment, preferably with direct SMB experience
  • 2+ years of people leadership experience, with a track record of coaching and developing high-performing CSMs
  • Proven success managing or designing programs for a high-volume book of business while consistently driving customer health and retention metrics
  • Experience building and executing 1:many engagement strategies, including automation, digital campaigns, webinars, and office hours
  • Strong understanding of customer journey mapping and lifecycle management
  • Comfort using customer data and usage signals to prioritize outreach and proactively manage risk
  • A strategic mindset balanced with operational rigor, you can design the system and ensure it runs
  • Exceptional cross-functional collaboration skills and the ability to influence across teams.
Benefits
  • 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
  • 16 paid holidays, including your birthday!
  • Fully remote work with provided tools and equipment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey mappinglifecycle managementA/B testingautomationdigital campaignswebinarsdata analysisengagement strategiesretention metricsexpansion revenue
Soft Skills
coachingleadershipcross-functional collaborationstrategic mindsetoperational rigorinfluenceteam managementcustomer outcomescommunicationproblem-solving