Customer Success Manager

WHO WE ARE

SQUIRE is the world’s leading and fastest-growing software technology platform for barbershops, a hundred-billion-dollar global industry. We provide a one-stop solution that helps small business entrepreneurs run and grow their businesses. 

SQUIRE is also the premiere booking engine that connects people with great barbers nationwide. We make it easy to discover and book the best barbers wherever you are, in just a few taps.

With headquarters in New York and a presence in major cities in the United States, U.K., and Canada, SQUIRE has quickly become a market leader in technology solutions for the barbershop industry.

SQUIRE is currently a Series D company and has raised over $165M to date.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Customer Success Manager is responsible for post-sales customer health through proactive account management rhythms and processes, including adoption, upsell, cross-sell, customer de-escalation, and churn mitigation activities across an assigned territory. Customer Success Manager works cross-functionally to ensure a consistent and repeatable customer experience while building relationships with customers that continue to strengthen and support the health of our organization.

This role is 100% remote and can be located anywhere in the US.

REPORTS TO

This position reports to the Manager, Customer Success

JOB DUTIES AND RESPONSIBILITIES

• Execute the customer journey for no-touch, low-touch, and high-touch segments by ensuring every customer receives an exceptional experience based on their desired outcomes.
• Increase overall customer LTV through higher product adoption, usage, and NPS scores.
• Engage in proactive rhythms to build relationships and anticipate customer needs.
• Identify revenue expansion opportunities by providing prescriptive recommendations on upsell and cross sell opportunities.
• Work closely with key cross-functional department stakeholders to drive required changes to improve the Customer Experience and act as the voice of the customer.
• Provide strategic insights around the voice of the customer to leadership.
• Engage in churn mitigation across account base, using data insights to inform strategic action to protect and cultivate customer health and stickiness.
• Help build a culture that inspires the entire organization to keep our customers at the center of everything we do.

CSM’s must be comfortable interacting directly with customers and become their trusted business advisor throughout their partnership with SQUIRE. This role does not include implementation/onboarding or support responsibilities directly, but requires high levels of collaboration and communication across those teams to meet customer objectives and to maximize the customer experience.

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS 

• 2+ years experience Customer Success Management experience at a SaaS company. 
• Experience working in the SMB, MM, and ENT space - with extensive SMB experience. 
• Must be a critical thinker/problem solver to solve customer challenges and escalations. 
• Experience with developing and deploying robust tech-touch tools. 
• Proven track record of success with increasing levels of responsibility. 
• Knowledge and experience working within Customer Success tools. 
• Excellent oral and written communication skills. 
• Strong operational and data focus acumen. 
• Strong emotional intelligence and an ability for dynamic partnership across departments.

WHAT WE OFFER

• Base Salary of $60,000-$70,000 plus 20% bonus eligible
• New hire stock grant
• 100% employer paid medical/dental/vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies
• 100% remote, work from home opportunity

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of abse