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 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 www.squarespace.com/about/careers.
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.
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