Senior CSM, Charter

Charter schools are some of the most varied customers we serve, from a single campus to national networks operating across multiple states, and each one needs a partner who understands how it runs.

ParentSquare is seeking a Senior Customer Success Manager to be that partner across our charter portfolio, from single-site charters to national charter management organizations (CMOs) and education management organizations (EMOs). You’ll build relationships that drive satisfaction, usage, and clear ROI, keep retention and renewals strong, and find room for each customer to grow. As the single point of ownership for our medium, large, and enterprise networks, you’ll give each one a consistent relationship instead of separate contacts by state or region. You’ll work closely with Charter Sales, Support, Implementation, Product, and Finance to deepen relationships and drive adoption and advocacy across the charter sector.

Above all, you’ll bring our two permissions to play:

• Humility. We’re heads-down builders who’d rather let the work speak. You share wins with Sales and Implementation, bring customer feedback to the team without needing credit, and ask for help early when a network’s needs outgrow the playbook.
• Passion for our mission. When a network runs well on ParentSquare, every family at every campus hears from their school in the way and language that works for them, and you’ll be the one making that happen at scale

• Owning a hybrid charter portfolio, from strategic CMO and EMO networks to a high volume of single sites and smaller regions
• Serving as the single point of ownership for medium, large, and enterprise networks across every state and region they operate in
• Building success plans with large networks that align on goals, drive adoption, and show clear ROI
• Partnering with Implementation on large network launches, including data integration and system configuration
• Running scaled onboarding for new regions and sites, plus 1:many programs like cohorted office hours, product workshops, and virtual user groups
• Partnering with CS leadership and Charter Sales to spot high-growth networks and use health data to support network-level expansion
• Owning renewals and retention across your book, resolving escalations and keeping key stakeholders confident
• Leading demos and training as a product expert, and bringing customer feedback to Product and other teams to improve the experience

• 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
• 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

• Charter school, CMO, or EMO experience
• K-12 EdTech experience, especially with large district implementations
• Familiarity with school communication tools, integration tools, or a student information system (SIS)