Director of Customer Success, SMB
New
P
ParentSquareSaaS Education
United StatesFull-TimeDirector
Salary$110,000-$130,000
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Job Details
- Experience
- 8+ years in Customer Success or Account Management within SaaS; 4+ years of people leadership
- Required Skills
- Operations ManagementCustomer SuccessSaaSAccount Management
Requirements
- 8+ years of experience in Customer Success or Account Management within a SaaS environment.
- Proven experience owning retention and adoption outcomes.
- 4+ years of people leadership experience, including developing managers or leading multi-layer teams.
- Experience building or scaling 1:many digital-first customer success motions, including automation, digital campaigns, and webinars.
- Operational rigor in managing high-volume segments, including segmentation, coverage models, and capacity planning.
- Demonstrated ability to use customer data and usage signals to prioritize team efforts and mitigate risk.
- Strategic mindset with strong operational follow-through.
- Excellent executive communication and influencing skills across Sales, Marketing, Product, and Operations departments.
Responsibilities
- Own adoption, retention, and expansion outcomes for the SMB segment and report results to the executive team.
- Set the strategy for the 1:many customer success motion using automated, digital, and live touchpoints.
- Lead, hire, and develop the SMB customer success team while shaping the team structure and career paths.
- Scale the operational model, including enrollment thresholds, coverage ratios, and capacity planning.
- Partner with Marketing and Customer Education teams to deliver workshops, community programming, and lifecycle campaigns.
- Work with Customer Success Operations to operationalize the customer journey using data, signals, and automation.
- Align with Sales, Marketing, and Product to identify and act on segment expansion opportunities.
- Measure the effectiveness of SMB programs and refine team efforts based on data insights.
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