Manager, Customer Success

Squarespace is seeking a Customer Success Manager (CSM) Team Lead to launch and scale our Customer Success function from the ground up. This role is instrumental in shaping the early strategy and operations of a team that will engage directly with our most strategic high-value users to improve retention expand product adoption and deliver measurable business outcomes. Youll manage a team of CSMs build scalable playbooks and collaborate cross-functionally to define the future of CS at Squarespace.

This role reports to the VP of Sales and is based out of Squarespaces NYC Headquarters (hybrid).

Youll Get To...

Customer Success Strategy & Execution

• Design launch and manage a Customer Success program focused on driving product adoption retention and account health for high-value customers. Key metrics of success include growing net recurring revenue and minimizing churn.
• Create and implement success plans outreach cadences and key touchpoints across the customer journey from onboarding to renewal
• Work with your team to define and monitor customer health signals and deliver proactive value-based engagement
• Serve as a senior voice in building CS playbooks QBR templates risk mitigation tactics and cross-team coordination flows

Team Leadership & Coaching

• Recruit onboard and mentor a team of Customer Success Managers (CSMs)
• Foster a high-performance culture focused on customer outcomes operational rigor and personal growth
• Set clear team KPIs and own weekly team rhythms reporting and internal updates
• Collaborate on account plans with Customer Success Managers to identify opportunities to increase customer value

Cross-Functional Collaboration

• Partner with Product Support Analytics Sales and Operations teams to centralize insights surface risks and improve lifecycle touchpoints
• Own the retention forecast of our strategic customers reporting risks and their mitigation statuses
• Help identify and prioritize data and tooling requirements to support long-term program scaling
• Represent the CS function in internal strategic conversations and senior leadership reviews

Operational Design & Measurement

• Help define health scoring models success criteria and reporting dashboards
• Identify repeatable systems and tools to scale engagement to future cohorts
• Track and report key pilot metrics (e.g. NRR feature adoption CSAT retention)

Who Were Looking For...

• 6 years in Customer Success or Account Management SMB experience preferred
• 3 years of experience managing customer-facing teams (CSMs AMs)
• Experience launching or growing CS or AM programs from early-stage to maturity
• Strong understanding of customer lifecycle management success planning and churn prevention
• Proven ability to lead cross-functional initiatives with Product Support and RevOps
• Data- and outcomes-oriented: comfortable setting goals and measuring success through dashboards CRM tools and customer signals
• Comfortable working in ambiguity; capable of building structure from scratch
• Experience using CS tooling such as Gainsight Catalyst or Totango is a plus
• Familiarity with Squarespace product is a plus

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Fertility and adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop

Cash Compensation Range: $126500 - $203550 USD

The base salary for this position will vary based on job-related criteria including relevant skills 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) Squarespace employees are eligible to be granted an option to purchase our common stock.

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 1700 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 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 customers but we also work toward 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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