SQUIRE - Customer Success Manager
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Requirements
• 2+ years of experience in Customer Success Management, ideally within a SaaS or technology-driven environment. • Proven success managing a high-volume, one-to-many customer portfolio, with a focus on retention, renewals, and customer satisfaction at scale. • Experience supporting and growing SMB customers, with a strong understanding of their goals, challenges, and buying behavior. • Skilled in relationship management and conflict resolution, with the ability to de-escalate complex situations while maintaining trust and professionalism. • Strong empathy, active listening, and communication skills; calm, resourceful, and confident under pressure. • Ability to travel within the US and Canada as needed (approximately 10% annually).
Responsibilities
• Manage the customer journey for 1-to-many book of business, ensuring each customer receives an exceptional experience aligned with their desired outcomes. • Drive customer lifetime value (LTV), net dollar retention (NDR), and satisfaction (NPS) through increased product adoption and engagement. • Build and maintain strong customer relationships through proactive account management and outcome-focused strategies. • Identify and recommend upsell and cross-sell opportunities that align with customer goals and enhance their overall experience. • Serve as the voice of the customer, providing strategic insights to leadership and helping guide improvements that elevate the customer experience. • Mitigate churn by addressing risks, resolving challenges, and cultivating long-term customer health and loyalty. • Contribute to a culture that inspires the organization to keep our customers at the center of everything we do.
Benefits
• Base Salary ($70,000 - $78,000) + Variable Compensation (20%) • New hire stock grant • 100% employer paid medical, dental, and vision insurance for you and your dependents • 401K plan with company contribution • Generous PTO and Parental Leave policies • Interview Accommodations • SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
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