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Job Description
We are seeking a leader to manage a team of Customer Success Specialists and drive results-driven initiatives to empower customers to achieve success with our platform.
About the Role:
The Manager of Customer Success will develop and implement strategies to increase product engagement, upsell, and cross-sell, ensuring customer satisfaction and retention.
- 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.
- Improve the customer experience by shifting the team's approach from a reactive support operation to a proactive results-driven outreach.
- Segment the customer base to identify opportunities for upselling and cross-selling based on customer needs and behavior.
- 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 KPIs to attribute conversions and product adoption to Customer Success 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 new results-based incentive plan to reward specialists for their impact.
- Refine the customer contact flow and proactive outreach to create meaningful customer interactions.
- Explore sales engines and Customer Relationship Management tools that map trends, report statistics, and make predictions for specialists.
About the Company:
Squarespace 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.
Requirements:
- 5+ years of people leadership experience including managing managers and driving results through team performance.
- 3+ years of Customer Success experience, ideally in early stage growth companies.
- Experience increasing engagement and retention for small and medium sized businesses.
- Experience explaining how technology solutions can improve the effectiveness of the Customer Success team.
- Experience communicating the value of the product and its features to customers that drive business for both parties and move the relationship forward.
- Proven ability to develop strategies, translate them into initiatives and track successful delivery.
Benefits and 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.