Customer Success Manager

2 semanas atrás


Aveiro, Aveiro, Portugal Boundlessfellows Tempo inteiro
Customer Success Manager Job Description

Squrespace is seeking a highly skilled Customer Success Manager to lead our Customer Success team. The ideal candidate will have a proven track record of driving customer satisfaction and retention, as well as developing and implementing strategies to increase revenue growth.

Key Responsibilities:

  • 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.
  • Facilitate relationships with Marketing, Help Center and Analytics teams to accurately size new opportunities and identify prospects and implement new initiatives.
  • 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.

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.

Benefits:

  • 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.

About Squarespace:

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.


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