Manager, Customer Success (Remote)
Remote, United States
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. You will create strategies that promote 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 Toβ¦
- Manage and oversee the operations for a team of Customer Success Team Leads and Specialists.
- Provide coaching and expertise to help teams achieve their 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 size new opportunities and identify prospects for success initiatives.
- Implement strategies to increase revenue by increasing sales of product add-ons and product engagement to existing customers.
- Partner with Customer Operations Analytics to build 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.
- 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 in early stage growth companies
- 2+ years of experience managing a Customer Success team with performance and revenue goal achievement
- Understand how technology solutions can improve the effectiveness of the Customer Success team
- Lead conversations that drive business for both parties and move the relationship forward.
- Experience developing strategies, translating them into initiatives and tracking delivery
- Operational excellence in inferring insights from customer data, 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 β¦
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Education reimbursement Equity in the company Equity plan Fertility and adoption benefits Flexible paid time off Global Employee Resource Groups Health savings account Medical plans Paid Family Leave Paid Time Off Retirement benefits Supplemental Insurance plans
SkillsAnalytics CRM Customer Success Customer Support Product Marketing Sales Team Management
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC+0 UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9