Customer Success Manager

4 days, 17 hours ago
Full-time
Junior
Customer and Technical Support
SQUIRE

SQUIRE

SQUIRE provides a comprehensive barbershop management system that streamlines operations, enhances customer retention, and boosts revenue through features like automated commission flow, simplified booking and payments, and insightful reporting.

Internet Software & Services
51-250
Founded 2015
$167M raised

Description

  • Manage the end-to-end customer journey for a 1-to-many book of business, ensuring each customer receives an experience aligned with their desired outcomes.
  • Act as the primary point of contact for assigned customers, building and maintaining strong, trust-based relationships through proactive account management.
  • Drive customer lifetime value (LTV), net dollar retention (NDR), and customer satisfaction (NPS) by increasing product adoption and engagement.
  • Identify, recommend, and execute upsell and cross-sell opportunities that align with customer goals and enhance their experience.
  • De-escalate and resolve customer issues, mitigate churn risks, and cultivate long-term customer health and loyalty.
  • Serve as the voice of the customer by providing strategic insights and feedback to leadership to inform product and experience improvements.
  • Contribute to and promote a customer-first culture across the organization.
  • Perform additional tasks as assigned to meet evolving business needs and support customer success objectives.

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, conflict resolution, and de-escalating complex situations while maintaining trust and professionalism.
  • Strong empathy, active listening, and written and verbal communication skills; calm, resourceful, and confident under pressure.
  • Ability to travel within the US and Canada as needed (approximately 10% annually).
  • Ability to work remotely in the United States (role listed as remote).

Benefits

  • Base salary $70,000 - $78,000 plus 20% variable compensation.
  • New hire stock grant.
  • 100% employer-paid medical, dental, and vision insurance for employees and their dependents.
  • 401(k) plan with company contribution.
  • Generous PTO and parental leave policies.
  • Remote full-time role (U.S.-based).

Interested in this position?

Apply directly on the company website

Apply Now

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