Customer Success Manager, Low Touch

Remote • Full-Time

Who we are

ParentSquare is a Santa Barbara-based growing company that’s changing the way schools and parents communicate every day. Sounds simple? We strive to keep it that way! Over 20,000 schools and 10 million parents across the U.S. utilize our platform to stay informed and involved from the way they prefer to be notified – email, text, voice, web, app, social – to the ways they can interact with schools – forms, sign ups, payments, RSVPs, language translations, chat and more. We just celebrated our 13th anniversary and are excited to continue advancing K-12 communications equity with our intuitive and easy-to-use platform so districts and schools can connect with all parents and guardians. ParentSquare, the award-winning unified school-home engagement platform for K12 education, acquired Remind, a popular platform for communication and learning, on November 29, 2023.

Who we’re looking for

We are currently seeking a highly motivated and detail oriented Customer Success Manager to join our team, grow in this exciting role and with our company, while having a positive impact with our customers!  In this role, you’ll be responsible for managing a large portfolio of Remind's Low Touch clients and also supporting a pooled segment of No Touch clients. This role will focus on driving customer engagement and maintaining high retention and growth rates through contract renewals, identifying expansion, upsell and migration opportunities. This is a cross-functional role, and you will work closely with the Finance and Billing teams to ensure all contracts are accurate and paid.

The right person in this role will be passionate about identifying creative and innovative solutions that help schools and districts expand their school-wide communication, leading to increased family engagement and improving the lives of students through communication.

This role will include:

• Develop trusted relationships with our district and school clients, helping them achieve their goals for using Remind
• Manage a portfolio 250+ low touch accounts, drive contract renewals, expansion and migration conversations
• Oversee the segment of No Touch accounts in a pooled CSM model and drive contract renewals, expansion and migration conversations
• Facilitate success reviews and ensure goal alignment, product adoption, expansion and migration for your portfolio of accounts 
• Systematically track and quantify feedback from administrators and synthesize for Product, Engineering, and other teams to surface customer needs 
• Work cross-functionally with Sales, Customer Support, Product, Customer Education, and Implementation to provide a seamless customer experience, resolve issues, and escalations
• Work with customers across the US and being flexible to accommodate different time zones

Our ideal candidate will have the following:

• 1+ years of relevant Customer Success or Account Management experience within a SaaS or software company environment, managing aspects of the customer lifecycle for a portfolio of high volume accounts
• Experience in K12 EdTech, school communications and/or student information systems 
• Incredible listener and can naturally earn the trust and support of others
• Excellent verbal and written communicator and can adapt your style to meet diverse customer needs 
• Self-motivated, proactive team player with the ability to work effectively in a fast-paced, ever-changing environment 
• Extremely organized and detail-oriented, with a proven ability to manage a number of projects on tight deadlines with a high level of accuracy

The perks of working for us are great! 

You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide: 

• Employer-paid health insurance (including dependent coverage)
• Employer-match 401K retirement savings program starting from day 1 of employment
• Stock options 
• Health + wellness reimbursements 
• Generous PTO (120 hours in your first year, then milestone increases every year)
• 15 paid holidays, including your birthday and time off between Christmas and New Year

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive. 

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This role will have a total salary + variable comp (OTE) between $50,000 and $65,000, DOE.