Senior CSM, Charter
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Job Description
Senior Customer Success Manager owning charter-school networks for ParentSquare’s school-home engagement SaaS platform. Driving adoption, renewals, expansion, and customer advocacy.
Responsibilities:
- Own a hybrid charter portfolio spanning strategic CMO and EMO networks, single sites, and smaller regions
- Serve as the single point of ownership for medium, large, and enterprise networks across their operating states and regions
- Build success plans with large networks, align goals, drive adoption, and demonstrate ROI
- Partner with Implementation on large network launches, including data integration and system configuration
- Run scaled onboarding for new regions and sites
- Lead 1:many programs such as cohorted office hours, product workshops, and virtual user groups
- Partner with CS leadership and Charter Sales to identify high-growth networks and use health data to support expansion
- Own renewals and retention, resolve escalations, and maintain stakeholder confidence
- Lead demos and training as a product expert
- Bring customer feedback to Product and other teams to improve the experience
- Collaborate with Charter Sales, Support, Implementation, Product, and Finance to deepen relationships, adoption, and advocacy
Requirements:
- 3+ years in Customer Success or Account Management at a SaaS company
- Experience managing both strategic enterprise accounts and a high-volume book of smaller customers
- 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 ability to prioritize across many accounts at once
- Clear, confident communication with executive stakeholders
- Strong attention to detail
- Charter school, CMO, or EMO experience is a bonus
- K-12 EdTech experience, especially with large district implementations, is a bonus
- Familiarity with school communication tools, integration tools, or a student information system (SIS) is a bonus
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 work
- Tools and equipment for a home office
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