Manager, Customer Success (Remote)

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, 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 option for 100% covered premiums
• Health Savings Account …