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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 To…

  • 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, …

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