Customer Success Manager

At Squarespace we believe great relationships drive great results. Were looking for a Customer Success Manager (CSM) who is passionate about driving growth for a portfolio of SMB commerce customers and is excited to join us in establishing a brand new customer success motion from the ground upsomeone who can think strategically act tactically and move decisively to help our customers grow their business on Squarespace. This isnt about stepping into an existing playbookits about writing it. From day one youll have the chance to shape how we engage grow and win with our customers.

Whether your background is in customer success account management e-commerce consulting or entrepreneurship what matters most is your drive and ability to deeply understand your customers businesses craft value-realization plans and drive measurable results for your customers. Youll serve as the architect of success across your entire book of business building trusted relationships and delivering impact at every touchpoint.

If youre someone who thrives on ownership loves moving fast and gets energized by building from the ground up this role is your chance to leave a marknot just on your customers businesses but on the future of Customer Success at Squarespace. This is a hybrid role working from our NYC office 3 days per week. This role reports to one of our Managers CSM.

Youll Get To...

• 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 customers goals. Craft external joint success plans that expand customer use of the platform and unlock new value.
• Drive Results: Focus on outcomescustomer retention growth satisfaction and advocacynot just touchpoints or check-ins.
• Be Proactive and Predictive: Anticipate issues before they arise surface insights before theyre 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.

Who Were Looking For...

• 3 years of experience in Customer Success Account Management Consulting or Strategy rolesideally 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 valuenamely 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 stylecustomers 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.
• Experience with the Squarespace platform is a plus

Why This Role at Squarespace

You wont just manage accountsyoull own outcomes. As a CSM at Squarespace youll have the autonomy and responsibility to shape customer journeys and build lasting value. Your work will directly influence retention growth and how customers experience the Squarespace brand. If youre ready to make an impactand have fun doing itcome build with us.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums including medical dental and vision
• Supplemental Life and Disability Insurance plans
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid parental leave and family care leave
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 8 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop
• Hack week twice per year

Cash Compensation Range: $70000 - 90000 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 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 and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1500 is headquartered in bustling New York City with offices in 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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