Who We’re Looking For
ParentSquare’s customer experience is at the core of all that we do and we are seeking a dynamic, experienced, and highly strategic leader to join our team as the VP of Customer Success & Operations. You are someone with customer advocacy in your DNA and a passion for leading teams to be true champions for the customers and families we serve.
In this pivotal role, you will lead the charge in managing key operational teams, including our Implementation Team, Integration Services, and the Remind Operations Team, which handles support and implementations for Remind customers. You will combine strategy, execution, and mentorship to scale our operations, optimize processes, and drive successful product adoption. You are someone with the proven ability to lead and develop high-performing teams, manage technical escalations, drive innovation (leaning into AI) and build a culture of customer-centricity that directly impacts our continued success and support our mission of improving the lives of students.
Responsibilities of this role:
- Strategic Leadership & Vision: Lead Customer Support (outsourced internationally) and post-sales operational teams for both the ParentSquare and Remind customer base.
- Operational Excellence & Scalability: You will scale our systems and refine key processes—from onboarding and technical support to escalations to invoicing and renewals—to ensure efficiency, repeatability, and a seamless experience for our customers as we grow
- Performance & Data-Driven Management: Refine, monitor, and report on the key performance indicators (KPIs) that include implementation timelines, adoption rates, satisfaction scores (CSAT/NPS), and retention. Leverage data to drive decisions, manage team performance, and implement strategic initiatives that enhance the efficiency and effectiveness of every customer interaction.
- Cross-Functional Collaboration & Influence: Partner with Product, Engineering, Sales, and Marketing leadership to find ways to build efficiencies in our post-sales customer processes and experience.
- CS Technology & Innovation: Take the lead in overseeing our Customer Success technology stack (e.g., Zendesk, Gainsight, etc.); to include being the champion in integrating new technologies, including AI, to enhance analytics, improve knowledge management, and empower the team to deliver a more intelligent and proactive customer experience
Our Ideal Candidate:
- 8+ years of progressive leadership experience in customer operations, customer success operations, and/or implementation operations, preferably within a fast-paced SaaS or technology environment serving a large user base (e.g., millions of users).
- Proven track record of scaling operational teams, driving significant improvements in efficiency, and enhancing customer satisfaction through strategic initiatives.
- Extensive experience in customer success operations, with a strong background in process re-engineering, support leadership, and managing complex technical integrations.
- Strong understanding of AI technologies and their application in customer support, automation, and process optimization. Experience leveraging AI tools to improve operational efficiency and enhance customer interactions is a plus.
- Exceptional communication (written and verbal), interpersonal, and leadership skills, with the ability to foster strong relationships, influence diverse stakeholders, and communicate complex operational concepts clearly to both technical and non-technical audiences.
- Expertise in system ownership, sophisticated process optimization, and highly effective cross-functional collaboration, particularly in environments where communication is critical.
- Strong understanding of contract renewals, vendor management, tool selection and implementation, and robust user access protocols.
The Perks of Working for Us
- 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
- PTO that increases each year
- 15 paid holidays, including your birthday!
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.
The salary range for this role will be $160,000 to $230,000, DOE.