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    Manager, Customer Success - Remote, United States - Squarespace

    Squarespace
    Squarespace Remote, United States

    Found in: beBee S2 US - 4 weeks ago

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    Full time
    Description

    At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin and Portland and a remote workforce. Customer Success Specialists work with our customers every day to ensure that they are achieving success with our platform.

    We are looking for a Manager of Customer Success that is passionate about helping entrepreneurs stand out and succeed in a constantly evolving marketplace. In this role, you will be responsible for creating and executing strategies that drive customer success and engagement for add-on products and services offered by Squarespace. In addition to this, you monitor the effectiveness of the greater Customer Success team and support Team Leads in forming a high performance team culture.

    You will report to a Director of Customer Support.

    You'll Get To...

    • Manage and oversee the operations for a team of Customer Success Team Leads and Specialists. Provide coaching, support, and expertise to help teams achieve their key performance targets.
    • Optimize the customer journey by shifting from a reactive support operation to a proactive success-drive approach.
    • Form relationships with CRM, Product Marketing, Help Center and Customer Operations Analytics teams to accurately size new opportunities and identify prospects for success initiatives.
    • Implement strategies to drive revenue by increasing sales of product add-ons and product engagement to existing customers.
    • Partner with Customer Operations Analytics to build robust KPIs to attribute conversions and adoptions to specialists' performance.
    • Prepare reports for Senior Leadership and Finance to demonstrate measurable results with incremental ROI, product adoption rates, and customer satisfaction scores.
    • Create a compensation plan to incentivize specialists to upsell, cross-sell, and mitigate churn.
    • Refine the customer contact flow and proactive outreach to create meaningful customer interactions.
    • Explore sales engines and tools that map trends, report statistics, and make predictions for specialists.

    Who We're Looking For

    • 5+ years of Customer Success experience, ideally in early stage growth companies
    • 2+ years of experience managing, developing and leading a Customer Success team with proven performance and specific revenue goal achievement
    • Ability to articulate how technology solutions can improve the effectiveness of the Customer Success team
    • Expert communication skills and the ability to lead conversations that drive business for both parties and move the relationship forward.
    • Proven ability to develop strategies, translate them into initiatives and track successful delivery
    • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
    • Experience in Sales operations and streamlining processes for Customer Success teams a plus

    Benefits & Perks

    • A choice between medical plans with an option for 100% covered premiums
    • Health Savings Account with Squarespace funding
    • Fertility and adoption benefits
    • Supplemental Insurance plans
    • Headspace mindfulness app subscription
    • Retirement benefits with employer match
    • Flexible paid time off
    • Up to 20 weeks of paid family leave
    • Equity plan for all employees
    • $100 per month remote Stipend
    • Access to supplemental insurance plans for additional coverage
    • Education reimbursement
    • Employee donation match to community organizations
    • 6 Global Employee Resource Groups (ERGs)

    Cash Compensation Range: $102,000 - $173,500 USD

    The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

    In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

    About Squarespace

    Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit

    Our Commitment

    Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.


    Thank you in advance for providing the following details about your work history from your resume This helps us ensure that your candidate information is accurate and consistent during the hiring process.

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