Manager, CSM (SMB)

Parentsquare • Santa Barbara, CA

78d • Remote

About The Position

Manager, CSM (SMB) is a rapidly growing Santa Barbara-based company that's changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. and RemindHub, our flagship products, serve over 22 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey.

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
• Industry: Telecommunications