Manager, CSM (SMB)

ParentSquare

83d

About The Position

We are seeking a results-oriented and customer-centric manager to scale and help lead our Small-to-Medium Business (SMB) Customer Success team. This is a newly created, foundational leadership role designed to help architect the future of how we serve our SMB customers. Your mission will be to develop a scalable, tech-forward engagement model that drives product adoption, uncovers expansion opportunities, and maintains our world-class 95%+ gross retention rate. You will lead a team of CSMs, blending automated outreach with targeted, high-value interactions to achieve ambitious growth targets, including $3M in closed-won upsells from a $6M pipeline. This is a unique opportunity to build a critical function from the ground up, directly impacting our company's growth and our customers' success.

Requirements

• 2+ years of people leadership experience, with a proven track record of hiring, coaching, and developing high-performing Customer Success or Account Management teams.
• Demonstrated success in leading a team to meet and exceed commercial targets, including renewals, expansion quotas, and pipeline generation in a SaaS environment.
• Deep expertise in the SMB market, with hands-on experience building and executing scaled engagement strategies (e.g., one-to-many campaigns, digital touchpoints, office hours).
• A strategic mindset with experience leveraging technology, automation, and/or AI to drive CSM efficiency and customer value.
• Strong analytical skills with the ability to translate data into actionable insights and strategic initiatives.
• Exceptional communication and collaboration skills, with the ability to work effectively across all levels of the organization.

Responsibilities

• Recruit, coach, and mentor a high-performing team of CSMs, fostering a culture of accountability, collaboration, and customer advocacy.
• Design and implement a tech-enabled strategy for customer engagement, utilizing automation, digital campaigns, webinars, and health checks to efficiently serve our SMB customers.
• Own your team's commercial goals, guiding the strategy for identifying and converting upsell and cross-sell opportunities within our highest-potential SMB accounts.
• Uphold and improve upon our 95%+ gross retention rate by ensuring customers derive maximum value from our platform.
• Act as a player/coach by directly managing a small portfolio of highly influential SMB customers, modeling best practices and staying connected to customer needs.
• Partner closely with Sales, Support, Product, and Marketing to create a seamless customer journey and champion the needs of the SMB segment.
• Use data to measure the effectiveness of your programs, reporting on key metrics like retention, expansion, and customer health to inform strategy.

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
• Generous PTO
• 15 paid holidays, including your birthday!
• Fully remote team with tools and equipment provided for home office.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees