Senior CSM, Charter

ParentSquare

4d•$80,000 - $100,000•Remote

About The Position

ParentSquare is seeking a Senior Customer Success Manager to manage relationships across its charter school portfolio, including single-site schools, charter management organizations (CMOs), and education management organizations (EMOs). The role focuses on customer satisfaction, product usage, return on investment, retention, renewals, and growth. The manager serves as the single point of ownership for medium, large, and enterprise networks across all states and regions in which they operate, working closely with Charter Sales, Support, Implementation, Product, Finance, and Customer Success leadership. The position calls for humility, collaborative work, and a passion for ParentSquare’s mission of helping schools communicate with every family in an accessible way. It includes managing a varied portfolio, supporting complex network launches and implementations, delivering scaled onboarding and customer education, identifying expansion opportunities, handling renewals and escalations, and representing customer feedback internally. This is a fully remote role. ParentSquare provides the tools and equipment needed for a home office. The listed salary range is $80,000–$100,000, depending on experience.

Requirements

At least 3 years of experience in Customer Success or Account Management at a SaaS company.
Experience managing both strategic enterprise accounts and a high-volume portfolio of smaller customers.
A track record of partnering with Sales on expansion, including growing a single-site or regional relationship into a larger agreement.
Experience supporting complex, multi-site implementations.
Strong project management skills and the ability to prioritize across many accounts at once.
Clear, confident communication with executive stakeholders and strong attention to detail.
Humility and a collaborative approach to sharing wins, communicating customer feedback, and seeking help when needed.
Passion for ParentSquare’s mission.

Nice To Haves

Experience with charter schools, CMOs, or EMOs.
K-12 EdTech experience, especially with large district implementations.
Familiarity with school communication tools, integration tools, or a student information system (SIS).

Responsibilities

Own a hybrid charter portfolio that includes strategic CMO and EMO networks as well as a high volume of single sites and smaller regions.
Serve as the single point of ownership for medium, large, and enterprise networks across all states and regions in which they operate.
Build success plans with large networks to align on goals, drive adoption, and demonstrate clear return on investment.
Partner with Implementation on large network launches, including data integration and system configuration.
Run scaled onboarding for new regions and sites, along with one-to-many programs such as cohorted office hours, product workshops, and virtual user groups.
Partner with Customer Success leadership and Charter Sales to identify high-growth networks and use health data to support network-level expansion.
Own renewals and retention across the customer portfolio, resolve escalations, and maintain key stakeholders’ confidence.
Lead product demonstrations and training, and bring customer feedback to Product and other teams to improve the experience.
Collaborate with Sales and Implementation, share customer feedback, and ask for help when customer needs exceed the existing playbook.