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Squarespace · 5 hours ago

Customer Success Manager

New York, NY

Full-time

Hybrid

Mid Level

$70K/yr - $90K/yr

3+ years exp

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. They are seeking a Customer Success Manager who will drive growth for a portfolio of SMB commerce customers and establish a brand new customer success motion from the ground up.

Developer ToolsE-Commerce PlatformsPublishingSoftwareWeb Design

Comp. & Benefits

Responsibilities

Own Your Portfolio: Act as the strategic advisor and point of accountability for a book of upmarket or high-potential SMB customers

Dig into Data: Regularly analyze product usage, performance trends, and engagement signals to uncover risks, opportunities, and paths to value

Design Account and Success Plans: Co-create bespoke internal account team plans with your sales counterparts that align with each customer’s goals. Craft external joint success plans that expand customer use of the platform and unlock new value

Drive Results: Focus on outcomes—customer retention, growth, satisfaction, and advocacy—not just touchpoints or check-ins

Be Proactive and Predictive: Anticipate issues before they arise, surface insights before they’re requested, and act quickly to keep customers on track

Champion the Customer Experience: Share structured feedback with internal teams to help influence roadmap, messaging, service offerings, and the overall customer journey

Build and scale customer success programs: Co-create and iterate on the foundational customer success playbooks, process, and programs that efficiently accelerates adoption and customer value realization

Qualification

Customer Success ManagementAccount ManagementAnalytical ThinkingB2B SaaS ExperienceE-commerce KnowledgeProactive Working StyleSquarespaceCommunication SkillsProblem Solving

Required

3+ years of experience in Customer Success, Account Management, Consulting, or Strategy roles—ideally in a B2B SaaS for e-commerce SMBs or product-led-growth environment

A proven ability to own and manage a book of business, with a track record of driving customer engagement, product adoption, and measurable retention or expansion outcomes

Strong analytical thinking and comfort working with customer data to surface insights, diagnose risk, and develop custom engagement strategies

Experience creating and executing tailored success plans that align customer goals with product capabilities and e-commerce best practices that drive long-term value–namely revenue growth on the Squarespace platform

Clear and confident communication skills, with the ability to navigate technical and non-technical conversations, lead strategic discussions, and build executive-level relationships

High personal accountability and a proactive, self-directed working style—customers and teammates trust you to follow through

A passion for solving problems, earning trust, and delivering meaningful impact to both customers and the business

Comfort with ambiguity and a natural inclination to create structure and resources that help you, your team, and customers realize objectives faster and more efficiently